**About the Role**We are hiring Technical Support Specialists to support a fast-growing global SaaS platform in the eCommerce space.This role focuses on resolving customer issues through strong communication, structured troubleshooting, and critical thinking.This is a Tier 1.5 support role, combining customer-facing support with light technical investigation.You will work closely with customers to diagnose issues, interpret system behavior, and provide clear, effective solutions.
**What You'll Do**- Provide technical support via chat and ticketing systems- Troubleshoot customer issues by gathering information, replicating problems, and identifying root causes- Interpret API responses (e.g., status codes, errors) to assist in debugging- Read and understand JSON data structures to support issue analysis- Communicate technical issues clearly to non-technical users- Collaborate with internal teams (Product, Engineering) when escalation is needed- Contribute to documentation and process improvements**What We're Looking For**- 2-4 years of experience in **technical support** (SaaS, eCommerce, or similar environments)- Experience troubleshooting **technical issues**,



not just handling basic customer inquiries- Strong written and verbal English communication skills- Strong problem-solving and critical thinking ability- Experience using ticketing/helpdesk tools (Zendesk, Freshdesk, ServiceNow, etc.)**Technical Expectations**- Basic understanding of APIs (e.g., status codes like 200, 401, 404)- Ability to read and interpret JSON structures- Comfortable working in a technical environment and learning new tools**Nice to Have**- Experience with API tools (Postman, Insomnia)- Familiarity with webhooks or integrations- Experience supporting eCommerce platforms (e.g., Shopify)- Basic understanding of code (Python, JavaScript)**What Success Looks Like**- You can troubleshoot issues beyond scripts and identify root causes- You communicate clearly and confidently with customers- You are proactive, curious, and comfortable working with technical concepts- You balance customer experience with technical accuracy**Why Join Us**- Work with a integral SaaS company supporting thousands of eCommerce businesses- Exposure to modern tools, APIs, and system integrations- Opportunity to grow into more technical or advanced support roles over timePay: $20,****** - $25,****** per monthWork Location: Remote

📌 Support Specialist (Tier 1.5 Technical Support) (Guadalajara)
🏢 Supportzebra
📍 Guadalajara