Job description
Job brief - This opportunity is only available for Latam Professionals.
We're looking for a Senior Technical Support Engineer to join a dedicated support team. In this role, you'll be the final escalation point for complex, high-visibility client issues, digging into things like SQL databases, REST/SOAP APIs, Linux environments, and enterprise integrations (Oracle/SAP).
You'll also work closely with Product and Engineering, mentor Tier 2 analysts, and help shape support processes and documentation.
Responsabilities
Serve as the final escalation point for highly complex, visible, and sensitive client technical issues, applying expert-level judgment and creative problem-solving to drive resolution.
Provide advanced troubleshooting and support for data-driven applications, relational databases, networking protocols, APIs, Java, Linux, and related enterprise technologies.
Act as a Customer Support liaison during pre- and post-implementation phases, ensuring technical readiness, continuity of support, and alignment with customer usage and requirements.
Partner with internal product, engineering, and support teams to communicate customer needs, support emerging technology rollouts, and develop scalable support processes and standards.
Provide work leadership, technical guidance, and mentorship to less senior support staff; receive and manage complex escalations from Tier 2 analysts.
Create, edit, and maintain technical knowledge base articles and best practice documentation to support team capability and knowledge continuity.
Maintain shared support environments, including virtual environments, databases, and shared instances; fulfill on-call support responsibilities on a rotational basis.
Requirements
Bachelor's degree in Software Engineering, Information Technology, or a related field
Advanced Level of English (B2/C1)
6+ years of relevant experience in technical support, application troubleshooting, or systems engineering in a customer-facing or enterprise environment.
Sstrong SQL and relational database experience.
Hands-on work with REST and SOAP API/web services.
Demonstrated experience troubleshooting and supporting data-driven applications connected to relational databases, XML sources, and high-volume web services.
Deep understanding of networking protocols and proven debugging skills across a broad range of technologies and programming languages.
Hands-on experience with Linux/Unix, shell programming, FTP scripting, and related systems and scheduling tools.
Proven ability to manage high-stakes customer escalations with composure, professionalism, and sound judgment under pressure.
Strong analytical and creative problem-solving skills; ability to operate independently and consult management as needed
Preferred Qualifications
Experience with SAP NetWeaver architecture, integration technology, ABAP web services, and SAP Mobility platforms.
Experience developing or maintaining Big Data and Fast Data application environments.
Familiarity with Data Governance, Data Security, and Data Operations practices.
Experience with VM environments, NAS, mainframe systems, and job scheduling tools such as TWS or ECG.
Prior experience supporting ERP tax integration solutions or enterprise software implementations.
What do we offer
Competitive salary in USD.
100% Remote Work.
Type of contract: Independent Contractor with Venon Solutions LLC.
Contract duration: long-term
Benefits: 2 weeks of PTO (paid time off).
Holidays: from the North American calendar.
Working hours: Full-time PST, fully committed.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.