Technical Support & Integrations Engineer

Technical Support & Integrations Engineer

• Location: Remote
• Type: Full Time.
• Job Location: Brazil or Colombia preferred. Open to other LATAM locations.
• Languages: English is required.

Role Overview:

Altrio Consulting is hiring on behalf of a fast-growing SaaS company that builds technology used by learning, enablement, and operations teams to deliver critical training and content at scale. The platform supports complex customer environments and integrations, making reliability, automation, and high-quality technical support essential to the product experience.

This role is focused on building scalable support systems while owning hands-on technical troubleshooting and customer integrations. It is intentionally dedicated to support and integrations, allowing other team members to stay focused on sales, demos, and customer enablement.

What you’ll do

Support ownership

• Design, manage, and continuously improve automated L1 support, including AI support bots, workflows, and self-service responses.
• Own L2 support end-to-end by investigating issues, troubleshooting independently, and resolving customer problems.
• Join live customer calls when needed to diagnose and resolve issues in real time.
• Triage, prioritize, and manage incoming support tickets, including escalation when required.

Integrations and technical troubleshooting

• Manage and support customer integrations, with a strong focus on SSO and authentication workflows.
• Troubleshoot issues related to integrations, data flow, and platform behavior across customer environments.
• Create clear, actionable bug reports and work closely with Product and Engineering to drive resolution.
• Monitor support trends and proactively surface recurring issues, risks, and product gaps.

Continuous improvement

• Identify opportunities to reduce ticket volume through better automation, documentation, and tooling.
• Contribute to internal knowledge bases, support playbooks, and technical documentation.
• Act as a feedback loop between customers and the product team, helping shape roadmap priorities.

What we’re looking for

Core requirements

• Professional fluency in English required. Spanish, and Portuguese a plus.
• Strong experience in technical support, product support, or support engineering in a SaaS environment.
• Ability to independently troubleshoot complex technical issues and communicate findings clearly.
• Experience working directly with customers in live troubleshooting scenarios.
• Comfort working with ticketing systems, bug tracking, and cross-functional engineering teams.

Technical background

• Experience supporting integrations, APIs, or authentication systems.
• Familiarity with debugging workflows, logs, and system behavior across environments.
• Strong analytical and problem-solving skills, with a methodical approach to root-cause analysis.

Nice to have

• Hands-on experience with SSO and authentication systems (Auth0 preferred).
• Familiarity with observability and monitoring tools such as Datadog.
• Experience supporting LMS integrations (SCORM, LTI).
• Exposure to automation, AI-driven support tools, or chatbot configuration.

About Altrio Consulting
Altrio Consulting connects top talent from Latin America with fast-growing technology companies in the United States. For over 15 years, we’ve helped professionals build international careers while helping our clients scale with exceptional remote teams in areas such as customer success, product design, engineering, and project management.

Working with Altrio means joining a global community where your expertise is valued, your growth is supported, and your work makes a real impact. Our roles combine the best of both worlds: the stability and culture of leading US-based companies with the flexibility and opportunity of working remotely from Latin America.