As a Technical Support Specialist you will act as the bridge between frontline teams and engineering, diagnosing and resolving complex technical issues, refining escalation processes, and collaborating with global teams to ensure customer satisfaction
- You will manage tickets and escalations via Jira and Slack, become a subject matter expert in areas like Payroll, and contribute to knowledge base and process improvements while working remotely from the LATAM region
- Efficiently work through tickets and escalations via Jira and Slack, operating at Deel speed
- Leverage technical skills to diagnose, troubleshoot, and resolve complex issues using SQL, RESTful APIs, debugging tools and application logs
- Provide clear, concise, and actionable updates to internal teams about technical problems
- Work closely with product, engineering and other global teams to resolve escalations
- Specialize in business areas (e.g., Payroll) and become a subject matter expert
- Help refine processes to enhance operational efficiency and reduce repetitive escalations
- Create and maintain knowledge base articles to empower frontline teams
- Continually learn the Deel platform, keeping up to date with product features and changes
- Achieve and exceed performance-related targets and participate in ongoing product training and process improvement initiatives
Familiarity with ticketing systems (e.g., Zendesk, Jira) and ability to explain technical concepts to non-technical stakeholders
