Technical Support Agent (Tier 2)

Who we are Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform. We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform. Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine. Why this job is exciting The role: We are seeking a highly experienced and motivated T2 Technical Support Agent to join our global support organization. Located in the APAC region (or working APAC business hours), you will be part of a growing team that serves as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe. You will handle complex technical escalations that extend beyond Tier 1 support, ranging from backend API troubleshooting and model behavior diagnostics to SSO/auth configurations and integration debugging. Because our global user base communicates in multiple core languages, native or professional fluency in English, Spanish, and Portuguese (preferably Brazilian) is required for this role. Responsibilities: - Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors. - Inspect system logs, stack traces, database queries, and AI model inputs/outputs (prompt/response payloads, latency issues, confidence thresholds) to pinpoint root causes. - Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese. - Collaborate closely with Tier 3 / Engineering teams to submit detailed bug reports with reproducible steps, environment details, and relevant log snippets. - Author and update technical documentation, troubleshooting playbooks, and knowledge base articles for internal teams and external customers. Requirements: - Full Professional / Native Fluency (written and spoken): English, Spanish, and Portuguese (preferably Brazilian). Must be capable of explaining complex AI software concepts clearly in all three languages.

- Comfortable working in APAC regional time zones (AEST/SGT/JST), to cover 8pm-4am in Brazil. - 2–4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role, ideally within a B2B SaaS or AI/ML software platform. - Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using tools like Postman or cURL. - Proficiency with log monitoring and diagnostic tools (e. g. , Datadog, Splunk, CloudWatch, or browser developer tools). - Basic understanding of web architecture (SSO/SAML, OAuth, Webhooks, CORS) and database querying (SQL). - Familiarity with AI/LLM concepts (tokens, prompt engineering basics, latency metrics, API rate limits) is a strong plus. - Experience working in modern help desk environments (Zendesk, Jira Service Desk, Salesforce, or similar). You are motivated by: - Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is. - Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes. - Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve. - Excellence: You set a high bar and surpass expectations. You hit your goals and ask for more.