Remote
Customer Support Specialist (Tier 3)
Up to $20/hour or $3400 per month
Latin America, Remote
Full-time
B2B Contract We are looking for a Customer Support Specialist (Tier 3) to join a fast-growing technology environment delivering innovative software and services for urban forestry, GIS, and green infrastructure management. These solutions help cities, organizations, and consultants plan, preserve, and enhance urban forests—supporting greener and healthier communities worldwide.
As the global user base continues to expand, we are seeking a technically skilled and customer-focused professional to serve as the final escalation point for complex technical issues.
Requirements
3+ years in technical support, database administration, or SaaS application support
Strong SQL skills (PostgreSQL, MySQL, or similar)
Proven ability to troubleshoot complex, multi-layered technical issues
Experience working with relational databases
Familiarity with GIS tools or strong aptitude to learn quickly
Experience with APIs and web technologies (REST, JSON, HTTP)
Excellent written and verbal communication skills
Experience with ticketing systems (Zendesk, HubSpot, Jira, etc.)
Strong organizational and case management skills Nice to have
PostgreSQL experience, including PostGIS or spatial extensions
Background in GIS, geography, environmental science, or urban forestry
Experience with Python, JavaScript, or Bash for automation
Familiarity with AWS, Docker, CI/CD, or DevOps concepts
Experience building or maintaining technical documentation
Fluency in a second language Responsibilities
Serve as the Tier 3 escalation point for complex customer issues that cannot be resolved by Tier 1–2 support
Investigate and resolve advanced technical problems related to software configuration, application behavior, and data workflows
Write, analyze, and troubleshoot SQL queries to investigate data issues and validate customer datasets
Diagnose and correct data integrity issues including duplicates, broken relationships, failed imports/exports, and schema mismatches
Perform bulk data corrections, migrations, and transformations using SQL and supporting tools
Troubleshoot API integrations and connectivity between the platform and external systems such as GIS platforms, SSO providers, and third-party data feeds
Explain database behavior and relational concepts to customers and internal teams in clear, understandable terms
Assist Engineering in reproducing, documenting, and resolving database-layer bugs
Troubleshoot issues across the software suite with a strong understanding of how data, maps, and application features interact
Conduct root-cause analysis on recurring or high-impact issues and document findings
Provide expert guidance to customers on configuration, data best practices, and advanced features
Deliver timely, empathetic, and thorough support responses that maintain high customer satisfaction
Review, prepare, and transform GIS data (Shapefiles, GeoJSON, CAD files) to ensure compatibility and data quality
Use GIS tools such as QGIS or ArcGIS to validate spatial data and resolve coordinate system issues
Support onboarding projects involving large or complex datasets requiring cleanup or restructuring
Create and maintain technical documentation, runbooks, and troubleshooting guides
Identify patterns in escalations and collaborate with Product and Engineering to drive permanent fixes and improvements
Mentor Tier 1–2 support staff on technical concepts and effective escalation practices
Contribute to improving escalation workflows, SLAs, and support processes
Collaborate cross-functionally with Product, Engineering, Customer Success, and consulting teams to resolve complex issues Please include GDPR consent
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Remote
Customer Support Specialist (Tier 3)
18 - 20 USD
net on B2B per hour
net on B2B per hour
apply via email
18 - 20 USD
recruitment@devsdata.com
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