Technical Support Specialist Mexico (Remote)

When you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent.We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 2022, we closed $185M in our Series C, led by SoftBank and B Capital.Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world.Let’s elevate frontline work together.About the role:As a Technical Support Specialist, you will have the opportunity to maintain relationships with some of the biggest brands in the world, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams. Our team’s mission is to build, deepen and grow relationships with our customers. Successful candidates will be passionate about solving problems and helping customers; thrive in cultivating genuine relationships; love tinkering and figuring out how things work; be able to spot problems and identify patterns; demonstrate a can-do attitude and a sense of ownership; and handle ambiguity well. This role works on Tier 2 and Tier 3 levels of support which requires more advanced technical acumen. If this sounds like you, then the game is afoot.What you'll be doing:Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigatedDiagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in LinearInvestigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partnersCollaborate with engineering, support engineering, and product teams to identify and resolve technical problemsCreate RCA (Root Cause Analysis) documentation for some incidents when necessaryCreate and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tipsAssist in the onboarding process for new team members, providing training and support as neededGather customer feedback and insights to help improve product features and support processesParticipate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support qualityFountain is a multi-product suite, so it’s pertinent to the success of the team to stay up-to-date with product updates, new features, and industry trends to provide informed supportEstablish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSATWhat you should bring:Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience2+ years of experience in a technical support roleat a software companyStrong troubleshooting skills with the ability to diagnose complex technical issuesFamiliarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoringExcellent verbal and written communication skills, with the ability to convey technical information to non-technical usersStrong problem-solving abilities and a customer-oriented mindsetExperience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plusExperience with different HR systems, ATSs, and multi-product suites is preferredNice to have:Experience in B2B SaaS startup environmentsWorking remotely for a global company across multiple time zonesSQL experienceEven if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?The benefits we offer in Mexico includeFULL TIME EMPLOYMENTCompetitive health insurance plansChristmas bonusFlexible time offFountain-wide perks including paid holidays, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements.Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.For information about how we use your information and the rights you have with respect to your information, visit our Privacy Policy .Create a Job AlertInterested in building your career at Fountain Mexico? Get future opportunities sent straight to your email.Apply for this job*indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfDo you reside in and will you work from the location of this job post? * Select...Are you legally authorized to work in the country you are applying to? * Select...Do you have 2+ years of experience in a technical support role? * Select...This technical support role is focused on software only; it does not include hardware. From a software perspective, how would you rate your troubleshooting skills with the ability to diagnose complex technical issues? * Select... #J-18808-Ljbffr

Created: 2025-09-17