Technical Support Specialist – Remote (Costa Rica)

About the role

Movable Ink is looking for a Technical Support Specialist to join its global support team. This remote position serves customers worldwide while being based in Costa Rica, working standard business hours with an on‑call rotation.

Key responsibilities

• Become a technical expert on Movable Ink’s products and custom solutions.
• Own client and internal support tickets from initial contact through resolution, including troubleshooting, root‑cause analysis, and clear communication of fixes.
• Participate in a monthly on‑call rotation, handling emergency issues for clients and internal stakeholders.
• Provide feedback to Product and Engineering teams based on customer experiences.
• Create and maintain documentation, knowledge‑base articles, and tutorials to improve the overall customer experience.

Required profile

• 2+ years of experience in technical support, technical account management, or a similar B2B SaaS role.
• Strong commitment to delivering delightful customer experiences and the tenacity to drive issues to resolution.
• Ability to reproduce customer issues, perform initial triage, and identify bugs that require engineering intervention.

Required skills

• Experience diagnosing web and mobile applications.
• Strong understanding of REST APIs and GraphQL.
• Knowledge of Single Sign‑On setups and debugging (OAuth, SAML, SCIM).
• Familiarity with relational databases.
• Basic experience with support tools such as Django, Kibana, Jenkins, Google Cloud Platform, Grafana, and AWS CloudWatch.
• Solid knowledge of HTML/CSS.
• Proficiency in at least one modern web language (JavaScript, Python, etc.).
• Understanding of browser debugging techniques (XMLHttpRequests, HAR captures, iFrame behavior, meta tags).