Technical Support Specialist Client Success / Technical Support

We're looking for a Technical Support Specialist to join our team as the first point of contact for clients who need help getting the most out of our platform. You'll spend your days investigating issues, answering questions, and partnering with clients to resolve problems quickly and clearly.

This is a front-line role ideal for someone who enjoys troubleshooting, communicates well in writing, and is energized by helping people solve problems.This is a full-time, in-office position based in Guatemala City.

What You'll Do
- Serve as the first point of contact for inbound client support requests via ticket, email, and phone
- Triage incoming issues, gather reproduction steps, and document tickets clearly and completely
- Troubleshoot client-reported problems by investigating browser behavior, API responses, account configurations, and data
- Resolve common issues directly, and escalate more complex bugs to engineering with well-documented context
- Guide clients through how-to questions, configuration changes, and best-practice recommendations
- Maintain and contribute to internal and client-facing knowledge base articles
- Collaborate with account managers, project managers, and engineers to ensure clients
have a smooth experience
- Track recurring issues and patterns, and flag them to the team to drive product improvements.