Technical Support Engineer

Product Support Engineer

• Remote (LATAM-based)

• Compensation: Market-based / TBD with client

• Full-time, US business hours, Contractor

• Tech Stack: AWS, Azure, GCP, Slack, CRM tools, ticketing/support platforms, AI tools; exposure to logs, APIs, and cloud environments

At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About the Company:

Our client is an innovative cloud commerce platform helping B2B SaaS companies scale revenue through AWS, Azure, and Google Cloud Marketplace. Their customers include some of the fastest-growing SaaS companies in the world, and their support function plays a critical role in delivering fast, clear, and trustworthy experiences. They operate with an AI-first mindset and are building a strong LATAM presence to support US customers in real time.

About the Role:

We’re looking for a Product Support Engineer who combines technical troubleshooting ability, customer-facing communication skills, and a strong ownership mindset. You’ll own the day-to-day support experience for enterprise customers, acting as the first responder to technical issues and driving cases through to confirmed resolution. This role requires someone proactive, technically curious, detail-oriented, and capable of helping build and improve the support function over time.

You Will:

• Troubleshoot and resolve technical issues across the platform, including listings, co-sell, billing, integrations, and cloud-related workflows.

• Respond to customer issues through Slack, chat, email, and live calls during US business hours.

• Diagnose root causes using logs, configs, and product context, and escalate issues with clear structure when needed.

• Partner closely with Engineering, Product, and Customer Success to report bugs, validate fixes, and surface recurring issues.

• Own customer issues from first contact through confirmed resolution.

• Manage a high volume of support tickets across a large customer base in a fast-paced environment.

• Create and improve knowledge base articles, FAQs, runbooks, and internal support processes.

• Identify patterns in support requests and recommend automation or workflow improvements.

• Use AI tools to improve diagnosis speed, drafting quality, and team-wide support efficiency.

• Help build the foundation for a LATAM-based support function and potentially grow into a player-coach/lead role over time.

About You:

Your Background:

• 6+ years of experience in technical support, product support, or customer-facing technical operations for B2B SaaS.

• Strong experience troubleshooting technical issues in a SaaS environment.

• Experience supporting US-based enterprise customers.

• Fluent, professional English with confidence on live calls.

• Based in LATAM with reliable overlap with US business hours.

• Comfortable reading logs, understanding APIs, and reasoning through cloud-based product issues.

• Strong ownership mindset and ability to independently drive issues to resolution.

• Able to communicate technical concepts clearly to both technical and non-technical stakeholders.

• Experience working in fast-paced, high-growth startup environments.

• Strong organizational skills and the ability to handle multiple priorities effectively.

• Experience using AI tools, copilots, or automation in support workflows.

Nice to Have:

• Experience with AWS, Azure, or GCP environments.

• Familiarity with cloud marketplace concepts such as listings, private offers, CPPO, or co-sell.

• Experience with Salesforce, HubSpot, or similar CRM systems.

• Experience with ticketing/support tools such as Pylon, Zendesk, Freshdesk, or Intercom.

• Technical writing experience for help centers, runbooks, or internal documentation.

• Experience building or improving support processes.

• Experience mentoring others or acting as a player-coach on a support team.

• Exposure to tools and environments such as Python, Django, PostgreSQL, TypeScript, React, Terraform, Docker, Kubernetes, NetSuite, Workato, or n8n.

Compensation & Benefits:

• Compensation: Market-based / TBD with client

• Benefits:

  • Uncapped PTO

  • Remote-first environment

  • US-hours support role without night-shift expectations

  • High-ownership, high-impact startup culture

  • Opportunity to build and shape the LATAM support function early