Tier 3 Senior Technical Support Specialist - Remote LATAM

About Property Vista

Property Vista is a leading Property Technology (PropTech) SaaS platform transforming how property managers, landlords, and tenants interact. By unifying leasing, tenant management, accounting, maintenance requests, and communication tools into a cohesive enterprise platform, Property Vista empowers property managers to streamline operations, increase occupancy, and enhance resident satisfaction.

As we scale our technology stack and expanding enterprise client portfolio, maintaining seamless system reliability and rapid problem resolution is paramount to our mission.

About the Role & Support Architecture

The Tier 3 Senior Technical Support Specialist (Engineering Liaison) serves as the highest level of technical support escalation and acts as the vital bridge between our Tier 1/2 Customer Support teams, Core Engineering, and Product Management.

In our multi-tiered support architecture:

• Tier 1 & Tier 2 handle front-line user inquiries, account configurations, standard application troubleshooting, and workflows.
• Tier 3 (This Role) owns high-severity technical escalations, complex data investigations, production bug validation, root-cause analysis, and direct coordination with software engineering teams.

You are not just a ticket resolver—you are a technical detective, a developer partner, and an operational catalyst. You will dig into application logs, inspect API payloads, analyze database queries, write precise bug reports, and build diagnostic tools to streamline support efficiency across the entire company.

Key Responsibilities

• Investigate, isolate, and resolve tier-3 escalations referred by Tier 1 and 2 support teams regarding application defects, database anomalies, and integration issues.
• Perform deep-dive root cause analysis using application logs, backend metrics, API response tracing, and database queries.
• Validate customer-reported bugs in non-production environments by recreating edge-case scenarios and inspecting application behavior.

• Serve as the primary technical point of contact between Customer Success/Support and Engineering/Product squads.
• Translate non-technical customer pain points into granular, actionable Jira issues containing steps to reproduce, curl commands, database scripts, system logs, and expected vs. actual outcomes.
• Participate in engineering sprint planning, bug grooming, and defect triage meetings to advocate for high-impact technical fixes and platform polish.

• Maintain and build internal diagnostic routines, SQL script repositories, and monitoring dashboards to accelerate issue identification.
• Collaborate with DevOps and Engineering to enhance platform observability and log retention policies for support troubleshooting.
• Identify patterns in software incidents and collaborate with Product to implement permanent preventative engineering fixes.

• Act as a technical mentor to Tier 1 and Tier 2 support specialists, elevating the team's overall technical literacy.
• Author and maintain high-quality internal technical documentation, system architectural guides, and runbooks in Confluence.
• Deliver technical briefing sessions on newly released feature architectures, complex integrations, and diagnostic workflows.

What You Bring to the Table

• 4+ years of progressive technical support engineering, tier-3 application support, or software QA experience within a SaaS environment.
• Proven track record working closely with software development teams in an Agile/Scrum delivery model.
• Domain knowledge in property management, prop-tech, fintech, or complex enterprise workflow software is strongly preferred.

• Databases & Data Analysis: Strong proficiency in SQL (writing complex JOINs, analyzing query execution, scripting safe diagnostic queries).
• APIs & Web Technologies: Hands-on experience inspecting RESTful APIs, JSON/XML payloads, webhooks, and HTTP status codes using Postman, cURL, or browser developer tools.
• Observability & Logging: Experience querying and navigating application performance monitoring tools (e.g., DataDog, LogRocket, Sentry, Splunk, or similar log aggregators).
• Code Familiarity: Ability to read and trace modern web codebases (JavaScript/TypeScript, Node.js, C#/.NET, Python, or Ruby) to locate bug origin points within application modules.
• Workflow Tools: Expert-level mastery of Jira, Confluence, and ticket management systems (Zendesk, Salesforce Service Cloud, or similar).

• Analytical Problem Solver: Thrives on unpicking complex, ambiguous technical puzzles with patience and systematic rigor.
• Bilingual Communicator: Exceptional ability to articulate complex technical concepts clearly to non-technical users, as well as translate business impacts into technical terminology for software engineers.
• Cross-Functional Diplomat: Strong situational leadership to prioritize customer urgency against engineering capacity without friction.



Nice to Have Qualifications

• Experience with cloud platforms (AWS, Azure, or GCP).
• Familiarity with CI/CD deployment pipelines, feature flags, and deployment monitoring.
• Scripting capability (Python, Bash, or PowerShell) for workflow automation.
• Background in accounting logic, payment gateways, or financial transaction processing.