Technical Support Engineer

<p>At <strong>ioet</strong>, a leading software company with a talented team across LATAM, we provide Software Engineering as a service to clients worldwide. Join us for exciting professional challenges, working on projects ranging from innovative startups to globally recognized brands. Our positions are full-time, remote, and offer competitive compensation in USD.</p><p>We are looking for a <strong>Technical Support Engineer</strong> with strong technical foundations and proven experience in <strong>customer-facing technical support</strong>. This role sits at the intersection of support, <strong>backend investigation</strong>, and <strong>cloud operations</strong>.</p><p>You will be the <strong>first line of defense for partner-facing </strong>issues, helping diagnose, resolve, and escalate problems related to shipments, configurations, <strong>APIs, and backend systems</strong>. While this is a support-driven role, it requires <strong>comfort reading code</strong>, <strong>running scripts</strong>, <strong>working with cloud services</strong>, and collaborating closely with Engineering and Operations teams.</p><p>This position is ideal for professionals who come from <strong>technical support with coding exposure</strong>, or <strong>software engineering backgrounds transitioning into support-focused work</strong>, and who are comfortable making support their core responsibility.</p><p><strong>Responsibilities:</strong></p><ul><li><p>Serve as the first line of technical support for partner-facing tickets, prioritizing and resolving issues related to shipments, configurations, APIs, and system errors (P1–P3).</p></li><li><p>Investigate and troubleshoot backend and cloud issues by analyzing Java code, running API requests, reviewing logs, and identifying root causes.</p></li><li><p>Operate and monitor AWS-based workflows (SQS, SNS, Lambda), including re-running jobs and resolving operational failures using CloudWatch.</p></li><li><p>Execute and maintain operational scripts and configurations using Python and Git, managing merge requests and deployments via CI/CD.</p></li><li><p>Collaborate with Engineering, Carrier Operations, and Customer Success teams, while documenting solutions and maintaining clear partner communication.</p></li></ul><p><strong>Requirements:</strong></p><ul><li><p><strong>2 to 4 years</strong> of overall experience in technical roles (e.g., Software Engineer or Technical Support)</p></li><li><p>1 to 2 years in software development, engineering, or closely related technical work.</p></li><li><p>Experience in <strong>customer-facing</strong> technical positions</p></li><li><p>Demonstrated ability to use <strong>AI tools</strong> (e.g., Claude or Gemini) for code comprehension, script development, and technical investigation.</p></li><li><p>Experience working with ticket management systems such as <strong>Jira or similar</strong>.</p></li><li><p>Hands-on experience with <strong>AWS </strong>or other <strong>cloud </strong>platforms in an operational capacity</p></li><li><p>Experience with observability tools such as CloudWatch, Datadog, or Elastic is a plus</p></li><li><p>Strong English communication skills - Minimum <strong>B2</strong> level proficiency, C1 prefered</p></li><li><p>Send your application and <strong>CV in English</strong> (mandatory)</p></li><li><p>Based in Latin America</p></li></ul><p><strong>Benefits:</strong></p><ul><li><p>Remote work</p></li><li><p>Flexible schedule</p></li><li><p>Collaboration with international clients</p></li><li><p>USD compensation</p></li><li><p>Paid Holidays and Vacations</p></li><li><p>Paid family and&nbsp;sick leaves</p></li><li><p>English classes</p></li><li><p>Educational and wellness bonus</p></li><li><p>Structured career plan with regular salary reviews</p></li><li><p>Emphasis on personal growth and mentorship</p></li></ul><p><strong>Are you ready to be part of the ioet journey?</strong></p><p>Get your <strong>CV in English and Apply Now.</strong></p><p>If you are curious to know more about our culture, technologies, and blogs, visit <a target="_blank" href="www.ioet.com">www.ioet.com</a></p>