Technical Support Engineer (Tier 2)

At Stigg, we’re on a mission to reshape software monetization.

In today's competitive SaaS world, a great product alone isn't enough — getting the right pricing model can make or break a business. But outdated, homegrown infrastructure often holds companies back from scaling effectively.

We're here to change that. Founded by ex-New Relic engineers who’ve felt this pain first-hand, we’re building the first unified monetization platform for engineers. Our customers, like Miro, Webflow, PagerDuty, and AI21 Labs, use Stigg to launch monetization initiatives fast, with #NoEstimates.

What we’re building isn’t just infrastructure; it’s mission-critical to our customers' success. That’s why quality, performance, and stability are at the heart of everything we do. Our roadmap is filled with big ideas and key details, and we need your help to turn them into action.

We are looking for a dedicated and customer-focused Technical Support Engineer to join our team at Stigg. In this role, you will be the first point of contact for our global customers, handling Tier 2 technical inquiries. Your primary responsibility will be to ensure our customers have a seamless experience with our SaaS platform, which is built on robust APIs, by troubleshooting issues and collaborating with cross-functional teams to deliver timely solutions. If you are passionate about technology and problem-solving, we want to hear from you.

What Will Be Your Primary Goals 🎯

• Act as the primary point of contact for Tier 2 technical support requests from global customers.
• Diagnose, troubleshoot, and resolve technical issues related to Stigg’s SaaS platform and API-based functionalities.
• Assist customers with API integrations and configuration challenges.
• Collaborate closely with Engineering, Product, and Customer Success teams to escalate and resolve complex issues.
• Maintain and expand our internal knowledge base — document solutions, FAQs, and troubleshooting guides.
• Monitor and respond to tickets, emails, and live chat inquiries within defined SLAs.
• Identify recurring issues and provide actionable feedback to improve product quality and customer experience.
• Prioritize and manage your support queue efficiently to ensure timely resolution and happy customers.
  
  

Requirements

What we think can help you achieve your goals

• 5+ years of hands-on experience providing Tier 2 (or higher) technical support.
• Proven experience supporting SaaS platforms with API-based integrations.
• Strong understanding of API technologies — ability to read and debug HTTP requests/responses.
• Experience working with SQL queries and databases like PostgreSQL, ClickHouse, or DynamoDB.
• Familiarity with log and monitoring tools (e.g., AWS CloudWatch, DataDog).
• Excellent written and verbal communication skills — you’re confident working with global customers.
• Experience with ticketing systems (Zendesk, Intercom) and collaboration tools (Slack, Jira).
• Solid troubleshooting skills and a customer-first mindset.
• Ability to manage multiple tasks, prioritize effectively, and deliver under pressure.
  
  

Bonus Points 💡

• Familiarity with TypeScript or another modern programming language.
• Experience working with Stripe.
• Exposure to growth, revenue, or monetization-related tools or workflows.
  
  

🏠 Work Mode

This is a remote role, open to candidates based in Brazil or Argentina.

We collaborate asynchronously and meet regularly for virtual team syncs, offsites, and customer sessions.

We value flexibility and trust, you’ll have the autonomy to design your workday while staying deeply connected with the team.