GPC is currently seeking a Technical Support Level 2for a US-based client. This position will be working from 8:00 am to 4:00 pm Colombia timeand applicable for Colombia-based candidates only. Job Description The Level 2 Technical Support Engineer will be responsible for resolving technical issues, guiding customer implementations, and delivering high-quality external support for a fast-growing, highly successful SaaS middleware company. This role combines strong customer service with deep technical troubleshooting across API integrations, backend systems, and web-based technologies. Ideal candidates will be confident working with complex systems, comfortable analyzing and debugging code in languages such as Python, SQL, JavaScript, Java, or Kotlin, and skilled at translating technical concepts for diverse audiences. The role requires close collaboration with engineering teams, thoughtful contributions to documentation and internal tooling, and a continuous improvement mindset to help evolve the support function. It's a hands-on, high-impact position suited for someone who thrives in fast-paced environments and enjoys solving real customer problems. Key Responsibilities: Resolve complex technical issues from initial contact through full resolution while serving as a knowledgeable and responsive customer advocate Analyze and debug customer code and configurations using Python, SQL, JavaScript, Java, or Kotlin Guide customers through successful implementations, helping them integrate the platform with their existing systems Collaborate with Engineering to investigate bugs, contribute to escalations, and share customer feedback for continuous product improvement Support API troubleshooting, offering tailored solutions and best practices to improve the integration experience Develop and maintain clear technical documentation, tutorials, and internal support guides Identify patterns and recommend improvements to enhance customer support processes and increase efficiency Qualifications: 6+ years of experience in customer-facing technical support, technical success, or engineering support roles Proficiency in at least one programming language such as Python, SQL, JavaScript, Java, or Kotlin Strong understanding of API integrations and debugging workflows, with hands-on experience using tools like Postman Exceptional written and verbal English communication skills, with the ability to translate technical concepts for a range of audiences Background supporting SaaS products or enterprise platforms, ideally in a B2B or high-growth environment Highly organized with strong problem-solving instincts and a proactive approach to customer success Experience contributing to documentation, internal process guides, or help center resources Self-starter mindset with comfort navigating ambiguity and shifting priorities in a remote team setting Additional language skills are a plus #J-18808-Ljbffr