Position Overview
- Job Title: Senior Technical Support Engineer- Employment Type: Full-time (Independent Contractor)- Work Hours: Monday-Friday, 8-hour workday between 10:00 AM and 7:00 PM US Eastern Time.
- Location: Remote
Job Summary
You will troubleshoot live API integrations and answer questions about our data fields and how our datasets are delivered. What the AI agent cannot resolve, you resolve. You escalate only when the answer genuinely sits elsewhere: to the Product Owner for a clarification or feature request, to Engineering for a bug, or to the right contact on the sales team when an inquiry turns out to be commercial rather than technical. You will also work with the Product Owner on the help center knowledge base, product release notes, and our public API documentation.
- Duties and Responsibilities- Own every conversation the AI agent cannot resolve, and resolve it. Most of what reaches you should end with you. Escalate only when the answer genuinely sits elsewhere: to the Product Owner as a clarification or feature request,
to Engineering as a bug with full reproduction steps, or to the right contact on the sales team when the inquiry is commercial rather than technical. Knowing the difference between a question you should work harder on and one that genuinely belongs to someone else is the core judgment of this job.- Improve the resolution rate of our Intercom AI support agent. Review the conversations it handled poorly or handed off, correct or write the underlying content, and track the share of conversations it closes without a human. Every question it learns to answer is one that never reaches the queue.-
- Troubleshoot customer API integrations: authentication and API keys, request and response payloads, HTTP status and error codes, rate limits, pagination, async and bulk job workflows, and sandbox versus production behavior.- Support customers who consume data through file-based delivery in addition to the API, including file format, schem
📌 Senior Technical Support Engineer (Bogotá)
🏢 BatchData
📍 Bogotá
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.