Technical Support Agent - Tier 2

Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform. 

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems.  By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future.  Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Why this job is exciting

The role:

We are seeking a highly experienced and motivated T2 Technical Support Agent to join our global support organization. Located in the APAC region (or working APAC business hours), you will be part of a growing team that serves as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe. 

You will handle complex technical escalations that extend beyond Tier 1 support, ranging from backend API troubleshooting and model behavior diagnostics to SSO/auth configurations and integration debugging. Because our global user base communicates in multiple core languages, native or professional fluency in English, Spanish, and Portuguese (preferably Brazilian) is required for this role.

Responsibilities:

• Diagnose, reproduce, and resolve Tier 2 ticket escalations involving API integrations, Webhooks, SDKs, and platform configuration errors.
• Inspect system logs, stack traces, database queries, and AI model inputs/outputs (prompt/response payloads, latency issues, confidence thresholds) to pinpoint root causes.
• Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese.
• Collaborate closely with Tier 3 / Engineering teams to submit detailed bug reports with reproducible steps, environment details, and relevant log snippets.
• Author and update technical documentation, troubleshooting playbooks, and knowledge base articles for internal teams and external customers.

Requirements:

• Full Professional / Native Fluency (written and spoken): English, Spanish, and Portuguese (preferably Brazilian). Must be capable of explaining complex AI software concepts clearly in all three languages.
• Comfortable working in APAC regional time zones (AEST/SGT/JST), to cover 8pm-4am in Brazil.

• 2–4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role, ideally within a B2B SaaS or AI/ML software platform.
• Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using tools like Postman or cURL.
• Proficiency with log monitoring and diagnostic tools (e.g., Datadog, Splunk, CloudWatch, or browser developer tools).
• Basic understanding of web architecture (SSO/SAML, OAuth, Webhooks, CORS) and database querying (SQL).
• Familiarity with AI/LLM concepts (tokens, prompt engineering basics, latency metrics, API rate limits) is a strong plus.
• Experience working in modern help desk environments (Zendesk, Jira Service Desk, Salesforce, or similar).

You are motivated by:

• Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.
• Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.
• Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.
• Excellence: You set a high bar and surpass expectations.  You hit your goals and ask for more.
• Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate. 

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture

Salary range:

• The expected hourly rate for this role is between $35/hr and $45/hr USD; actual rate will be commensurate with a candidate's experience, skill and location.

Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.  

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.