Technical Product Support Specialist

Baseward Partners | Remote | Independent Contractor

About the Opportunity

Baseward Partners is seeking an experienced Technical Product Support Specialist to join our team as an independent contractor, supporting software products for U.S.-based clients.

In this role, you will help customers resolve technical issues, investigate product behavior, and collaborate with engineering and product teams to deliver clear, reliable solutions.

We are looking for a professional who combines hands-on troubleshooting skills with strong customer communication and advanced English proficiency. This role focuses on software and SaaS product support.

Key Responsibilities

- Manage technical support requests, keeping customers informed throughout the resolution process.
- Investigate and troubleshoot issues affecting web applications, SaaS platforms, and integrations.
- Reproduce reported issues and distinguish software defects from configuration or usage problems.
- Review application logs, API requests and responses, and relevant data to identify potential causes.
- Use basic SQL queries to investigate issues and validate data.
- Escalate defects to engineering with clear reproduction steps, supporting evidence, and business impact.
- Prioritize support requests based on severity, customer impact, and agreed service levels.
- Create and maintain troubleshooting guides, knowledge base articles, and internal documentation.




- Share recurring issues and customer feedback with product and engineering teams.

Requirements

- 3+ years of professional experience in technical support for software products or SaaS platforms.
- Hands-on experience investigating and resolving customer-facing technical issues.
- Working knowledge of HTTP, REST APIs, JSON, and tools such as Postman.
- Basic SQL skills for querying and validating data.
- Experience reviewing application logs and documenting reproducible software issues.
- Experience using ticketing platforms such as Zendesk, Intercom, Freshdesk, Jira Service Management, or equivalent.
- Advanced English proficiency (C1 minimum), both written and spoken.
- Strong analytical, problem-solving, and customer communication skills.
- Ability to manage multiple support requests and collaborate with international teams.

Nice to Have

- C2 English proficiency.
- Previous experience supporting U.S.-based customers.
- Familiarity with browser developer tools and web application troubleshooting.
- Experience troubleshooting integrations, authentication, or data synchronization issues.
- Familiarity with incident management and service-level agreements.
- Basic scripting skills or experience working closely with software engineering teams.

The independent contractor agreement will be with Baseward Partners. Compensation will be discussed based on experience, technical skills, and project scope.

📌 Technical Product Support Specialist (Argentina)
🏢 Baseward Partners
📍 Argentina