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Technical Support Agent, Tier 2

Capacity • English • Paid as a contractor rate • High School Diploma • SQL • 2 hours ago

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Salary

$70k – $90k per year

Location

Remote (Brazil, UTC+8 – UTC+10 hours)

Seniority

Junior · 1+ year exp

Employment

Full-Time

First seen by Alion on Oct 22, 2026.

Overview

Company

Impact

Profile match

Capacity

Capacity is a third-party logistics (3PL) and fulfillment company that provides nationwide U.S. and UK warehousing, order fulfillment, and value-added services for eCommerce, DTC, and retail brands. The company emphasizes smooth onboarding, integrated technology and data to power decisions, and tailored operations (including hazmat handling and retail/node selection) to protect brand experience and support growth.

capacityllc.com • Transportation & Logistics • Logistics • Est. 1999

Job Description:

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 to identify root causes
Conduct written and verbal technical support, ticket management, and live troubleshooting calls in English, Spanish, and Portuguese
Collaborate with Tier 3 and Engineering teams on 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
Serve as an around-the-clock technical bridge for key enterprise clients in Latin America and Europe

Requirements:

Full professional/native fluency, written and spoken, in English, Spanish, and Portuguese (preferably Brazilian)
Ability to explain complex AI software concepts clearly in all three languages
Comfortable working in APAC regional time zones (AEST/SGT/JST), covering 8pm-4am in Brazil
2-4+ years in a Tier 2 Technical Support, Application Support, or Solutions Engineering role
Ideally experience within a B2B SaaS or AI/ML software platform
Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using Postman or cURL
Proficiency with log monitoring and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools
Basic understanding of web architecture including SSO/SAML, OAuth, Webhooks, and CORS
Database querying with SQL
Familiarity with AI/LLM concepts including tokens, prompt engineering basics, latency metrics, and API rate limits is a strong plus
Experience with modern help desk environments such as Zendesk, Jira Service Desk, Salesforce, or similar

Benefits:

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 respect for each other and clients is prioritized
Fun and collaborative team culture
Opportunities for Capacity team members to serve and educate Create A Loop students