Technical Support Representative

Job Description

Apollo.io is seeking a Technical Support Representative (Tier 2) to join their team in Mexico City. This role involves advanced technical troubleshooting, mentorship, and process optimization. The representative will take ownership of complex technical issues, collaborate with engineering teams to resolve bugs, and drive continuous improvement in support operations. The ideal candidate will ensure customers maximize Apollo’s value while fostering a culture of excellence within the team.Responsibilities include:

• Handling customer inquiries in digital and voice channels.
• Investigating, diagnosing, and resolving escalated technical issues.
• Reproducing and documenting bugs for engineering teams.
• Serving as a subject-matter expert for Apollo’s product suite.
• Partnering with Engineering, Product, and QA teams.
• Maintaining high standards for SLAs and customer satisfaction.
• Staying up-to-date on product changes and integrations.
• Upholding Apollo’s core values.
• Providing actionable recommendations to customers.
• Collaborating with Customer Success and Product teams.

Requirements include:

• 3+ years in technical support, preferably in SaaS or B2B software.
• Proven ability to troubleshoot complex technical issues.
• Proficiency in debugging tools, log analysis, and SQL queries.
• Strong understanding of REST APIs, webhooks, and integrations.
• Advanced technical troubleshooting and expertise in debugging complex workflows.
• Extensive experience with operating systems, including Windows and Mac OS.
• Proficiency in tools like Jira, Salesforce, and REST API integrations.
• Strong ability to identify patterns in customer issues and drive solutions at scale.
• Exceptional verbal and written communication skills.
• Full English fluency.

Apollo.io offers:

• A culture of continuous improvement.
• Investment in employee growth.
• A collaborative environment.
• Encouragement of bold ideas and courageous action.