We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

L2 Technical Support Engineer | Remote at 360dialog GmbH. About 360Dialog. 360Dialog is at the forefront of performance-driven communication in the WhatsApp Business ecosystem. With over 40,000 clients worldwide, we empower businesses to leverage WhatsApp for scalable customer engagement and optimization through our powerful API solutions.. As a . Customer Support Level 2 Agent for LATAM. , you will play a pivotal role in ensuring that our clients receive exceptional support and to troubleshoot more complex technical issues related to WhatsApp Business API and our products. Your deep understanding of technical requirements and problem-solving capabilities will be paramount in facilitating seamless communication between our clients and our support teams.. Your Role. Provide second-level support to our customers using our internal tools and external platforms.. Analyze, troubleshoot, and resolve advanced technical issues with our API and services.. Collaborate with other support teams to triage and escalate issues as necessary.. Document solutions and create knowledge base articles for internal reference.. Communicate effectively with clients, ensuring transparency and satisfaction throughout the support process.. Contribute to team efforts in achieving KPIs and SLAs.. Background Check Notice. By submitting your application, you acknowledge and agree that 360Dialog may conduct a background check as part of the recruitment and selection process. This may include verification of your professional experience, educational background, and other relevant information necessary to assess your suitability for the role.. Your Profile. 5+ years in technical support or related roles. Seeking the next step in a tech support career. Hard Skills. Strong understanding of web technologies and APIs, especially RESTful APIs. Experience with helpdesk software (e.g., Intercom or similar) and multi-channel support (email, chat, tickets). Familiarity with logging and monitoring tools (eg: Grafana or similar). Hands-on incident management experience, including escalation and resolution tracking. Bilingual in English and Spanish. Soft Skills. Analytical and solution-oriented. Able to manage multiple tasks in a fast-paced environment. Detail-oriented with structured communication. Willingness to work weekend shifts on a rotating schedule. Strong customer communication skills, able to explain technical issues clearly. Bonus Skills. Experience with WhatsApp Business API or Meta Graph API. Knowledge of programming languages (e.g., JavaScript, Python). People management experience. Additional language proficiency. Company Location: Mexico.