Job Opportunities API

Location: Remote | Honduras Employment Type: Full-Time ABOUT THE ROLE We are looking for a Support and Technical Operations Engineer who will play a key role in supporting both our customers and the internal team. You will help troubleshoot technical issues, support product workflows, assist with customer setup, document solutions, improve support processes, and help us scale our technical support operations. This is not a traditional call-center support role. We are looking for someone who can think critically, investigate issues, communicate clearly, and help connect the dots between customers, support, coaching, product, and development. You will work closely with our customer support, coaching, implementation, and development teams to ensure customer issues are resolved quickly and our internal processes continue to improve. WHO YOU ARE - You are the kind of person who likes figuring out why something is broken — and then documenting how to fix it so the next person does not have to start from zero. - You are comfortable saying, “I do not know yet, but I will find out.” - You can speak with a shop owner, a customer service rep, a developer, and an internal teammate, and adjust your communication style for each one. - You do not need to be a software developer, but you should be technically curious and comfortable digging into systems. - You care about customers, but you also care about building processes that make support better, faster, and more scalable. KEY RESPONSIBILITIES - Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels - Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations - Support AI-powered phone, texting, and communication workflows - Assist with CRM, calendar, form, and workflow setup for new and existing customers - Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools - Support internal staff with technical questions, system access, troubleshooting, and workflow improvements - Reproduce, document, and escalate product bugs or technical issues to the development team - Create clear support documentation, internal SOPs, help articles, and troubleshooting guides - Help improve support processes, ticket handling, escalation paths, and customer-facing resources - Review customer issues and identify patterns that could become product improvements or training opportunities - Assist with testing new features, workflows, automations, and AI tools before and after release - Communicate technical issues in a clear, simple, and professional way to both technical and non-technical users - Help maintain a high standard of response time, follow-up, and customer experience WHAT WE’RE LOOKING FOR - We are looking for someone comfortable working in the messy middle between customers, software, support, and operations. - The right person is resourceful, patient, curious, and technically strong enough to investigate issues without needing every answer handed to them. - You should enjoy troubleshooting, asking smart questions, documenting what you learn, and helping build better systems. REQUIRED SKILLS AND EXPERIENCE - Experience in technical support, SaaS support, IT support, customer operations, implementation, or a similar role - Strong problem-solving and troubleshooting skills - Ability to explain technical issues in simple, clear language - Comfortable working with CRM platforms, web-based software, support tools, and customer communication systems - Strong written communication skills - Strong attention to detail and follow-through - Ability to manage multiple tickets, tasks, and priorities at the same time - Comfortable joining customer calls or video meetings to troubleshoot issues - Willingness to lea