Technical Support Representative (On-site - CDMX)

Baja Nearshore is recruiting for a fast-growing B2B SaaS company seeking a Technical Support Representative to join their team. This is an on-site role based in Mexico City, ideal for someone who’s technically sharp, thrives on solving complex issues, and enjoys working in a dynamic, collaborative office environment.

In this role, you’ll go beyond basic support, diving into escalated technical issues, collaborating closely with engineering, and making a big impact on both product quality and customer satisfaction.

What You’ll Do

• Handle customer inquiries via chat, email, and voice within our CRM, delivering top-tier technical support and troubleshooting.
• Investigate and resolve advanced issues, including API errors, data discrepancies, and performance concerns.
• Reproduce bugs, document findings, and communicate effectively with engineering teams for resolution.
• Act as a subject-matter expert on the product, guiding both customers and Tier 1 support team members through complex workflows.
• Partner with Product, Engineering, and QA to prioritize high-impact issues and streamline resolution processes.
• Meet SLA expectations and maintain high CSAT scores by delivering timely, thoughtful solutions.
• Stay informed on new features and product changes, proactively leveling up your knowledge.
• Use customer data (like ARR or lifecycle stage) to identify risks or upsell opportunities.
• Offer actionable insights that help customers unlock the full potential of the platform.
• Collaborate cross-functionally with Customer Success and Product to ensure alignment on strategy and goals.

What You’ll Bring

• 3+ years in a technical support role, ideally in SaaS or B2B environments (e.g., Tier 2 Support Engineer).
• Proven experience in troubleshooting complex issues like data syncing, authentication, and API-related problems.
• Strong  knowledge of REST APIs, webhooks, and integrations with tools like Salesforce or HubSpot.
• Proficiency with Chrome DevTools, Postman, SQL, and Jira.
• Familiarity with both Windows and Mac OS.
• Exceptional written and verbal communication skills with a clear, empathetic tone.
• A proactive, analytical mindset with a strong attention to detail.
• Scripting or coding knowledge (e.g., Python, JavaScript). (Preferred)

Why You'll Love Working Here

• Play a key role in shaping the customer journey- your leadership will directly impact activation, retention, and long-term success.
• Be part of a fast-growing SaaS company that values ownership, collaboration, and continuous learning.
• Grow your career in a role where you'll lead, coach, and become a product expert.