Fully Remote LATAM · Contractor · Advanced English

We're looking for a Customer Support Analyst to join our customer success organization and work directly with enterprise B2B SaaS customers. You'll solve technical problems, handle escalations together with engineering and product, and help turn recurring support issues into scalable processes, automations, and AI-powered tooling. This is a hands-on individual contributor role for someone with a strong technical foundation, high ownership, and the drive to grow quickly and contribute from day one.

• Act as a technical point of contact for enterprise customers, joining customer calls and communicating action plans, progress, and resolutions.

• Handle escalations end to end, working closely with internal engineering and product teams.

• Investigate technical issues through log analysis, SQL queries, debugging, and root cause analysis.

• Build AI-powered tools and automations, such as triage agents and automated CS workflows, to reduce time-to-first-response and scale the team's impact.

• Analyze support ticket data and turn it into clear reports for Product and leadership, surfacing recurring issues and patterns.

• Help build and improve CS communication workflows (for example in HubSpot), including A/B testing to improve engagement.

• Contribute to documentation and knowledge base practices so customers and internal teams can self-serve.

• Share knowledge with teammates and help onboard new team members.

• Support pre-sales conversations and product capability assessments when needed.

• 6+ years of experience in technical support, customer success engineering, solutions engineering, or SaaS operations.

• Experience handling enterprise escalations and customer-facing technical communication.

• Strong SQL skills and experience with relational databases such as PostgreSQL or MSSQL.

• Hands-on scripting or development experience, ideally in Python or JavaScript.

• Solid understanding of REST APIs, webhooks, and integrations.

• Experience using AI tools and APIs (for example the Claude API, LLM agents, or Model Context Protocol) to automate support or CS workflows.

• Experience with SSO/SAML (Okta or similar) and cloud environments such as AWS or Azure.

• Strong analytical and reporting skills, with the ability to present insights clearly.

• Advanced English, written and spoken.

• Experience with the Atlassian ecosystem: Jira, Confluence, Jira Service Management, ScriptRunner, Cloud and Data Center.

• Experience with platform migrations (Server to Cloud, Zendesk to JSM, or similar).

• Familiarity with Kubernetes, FastAPI, or React.

• Experience at Atlassian Marketplace or developer tooling companies.

• Background in Fintech, AdTech, or other highly technical B2B domains.