📍 Job Overview

Job Title: Technical Support Engineer
Company: Passport
Location: Remote, LATAM
Job Type: Contract - Remote
Category: Technical Support & Customer Success
Date Posted: 2025-07-28
Experience Level: 0-2 years
Remote Status: Remote Solely

🚀 Role Summary

Serve as the frontline technical resource for e-commerce brands, troubleshooting integration issues and ensuring a seamless customer experience.
Collaborate with internal teams to understand customer pain points and contribute to product improvement.
Develop internal tools and scripts to streamline processes and enhance the customer experience.
Document technical solutions and maintain an internal knowledge base.
Become an expert in international shipping and Passport's services to provide exceptional support to customers.

📝 Enhancement Note: This role requires a strong technical background, excellent communication skills, and a customer-centric mindset. Familiarity with API integration, SQL, and coding languages like JavaScript and Python is essential for success in this position.

💻 Primary Responsibilities

Customer Support: Troubleshoot technical integration issues, collaborate with customers to resolve problems, and ensure a positive customer experience.
API Integration: Work with e-commerce brands to resolve API-related issues, and collaborate with the engineering team to implement solutions.
Tool Development: Code internal tools and scripts to automate processes, reduce manual tasks, and improve the customer experience.
Documentation: Maintain and update an internal knowledge base with technical solutions and troubleshooting guides.
Customer Advocacy: Understand customer pain points, identify trends, and collaborate with product and engineering teams to outline solutions.
Relationship Building: Build strong relationships with customers, understand their needs, and ensure they have an exceptional Passport experience.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and the ability to work independently and collaboratively with cross-functional teams.

🎓 Skills & Qualifications

Education: A college degree in a technical field or equivalent hands-on experience.

Experience: 1-2 years of experience in technical account management, technical support, API integration engineering, or solutions engineering.

Required Skills:

Proficiency in SQL and relational databases.
Experience coding with JavaScript and Python, HTML/CSS, and using GitHub.
Expertise with REST API Services and JSON, and troubleshooting API errors.
Experience with Google Sheets.
Strong customer interaction skills and a customer-focused mindset.
Empathy and initiative in doing the right thing for the customer.
Curiosity and eagerness to learn new things.
Ability to communicate complex problems clearly and concisely to different audiences.
Accountability and resourcefulness in taking ownership of work and finding solutions.

Preferred Skills:

Familiarity with international shipping and e-commerce platforms.
Experience with Notion or similar knowledge management tools.
Knowledge of additional programming languages or tools relevant to the role.

📝 Enhancement Note: While not explicitly stated, having experience with international shipping or e-commerce platforms would be beneficial for this role. Additionally, familiarity with Notion or similar tools could help streamline the documentation process.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing your technical support or API integration experience, with examples of successful troubleshooting, tool development, or process improvement.
Examples of your coding skills, with a focus on JavaScript, Python, HTML/CSS, and GitHub.
Documentation of technical solutions or troubleshooting guides, demonstrating your ability to create and maintain a knowledge base.

Technical Documentation:

Case studies or project overviews demonstrating your problem-solving skills and ability to collaborate with customers and internal teams.
Examples of your SQL queries and database management skills.
Documentation of your approach to API integration and troubleshooting, highlighting your expertise with REST API Services and JSON.

📝 Enhancement Note: Given the remote nature of this role, a well-structured and easily navigable portfolio is crucial for showcasing your skills and experience effectively.

💵 Compensation & Benefits

Salary Range: $50,000 - $70,000 USD per year (Estimated based on regional market rates for similar roles in Latin America)

Benefits:

Competitive cash and equity packages.
Travel & Expenses funds for company events.
100% remote work environment.
Paid Time Off.
Paid Parental Leave.
Monthly team get-togethers.
Quarterly team gatherings and annual team offsites.
Learning & Development Fund for upskilling or products to improve your day-to-day work life.
One time remote work stipend to up your WFH game.
Teammates around the world in 8 different time zones!

Working Hours: 40 hours per week, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: The provided salary range is an estimate based on regional market rates for similar roles in Latin America. The actual salary may vary depending on factors such as experience, skills, and company-specific compensation structures.

🎯 Team & Company Context

🏢 Company Culture

Industry: International shipping and e-commerce solutions for direct-to-consumer businesses.

Company Size: Small and growing, with a remote-friendly work environment and teammates around the world.

Founded: Not explicitly stated, but the company is growing quickly and has a strong focus on international expansion.

Team Structure:

Customer Facing Teams: Collaborate with the Technical Support Engineer to serve as the frontline resource for customers' technical needs and issues.
Engineering Team: Works on implementing solutions and improving Passport's services based on customer feedback and technical support insights.
Product Team: Collaborates with the Technical Support Engineer to understand customer pain points and outline solutions for the engineering team to implement.

Development Methodology:

Agile/Scrum methodologies for project management and sprint planning.
Code review, testing, and quality assurance practices.
Deployment strategies, CI/CD pipelines, and server management.

Company Website: www.passport.com

📝 Enhancement Note: Passport's company culture values ownership, collaboration, and a customer-centric mindset. The company is growing quickly and offers opportunities for professional development and growth.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is an entry to mid-level position, focusing on technical support, API integration, and customer success. It provides an opportunity to develop skills in troubleshooting, tool development, and customer advocacy.

Reporting Structure: The Technical Support Engineer reports directly to the Customer Success or Engineering Manager, depending on the company's organizational structure.

Technical Impact: This role has a direct impact on the customer experience, as it is responsible for resolving technical issues and ensuring customer satisfaction. Additionally, the Technical Support Engineer contributes to product improvement by identifying trends and outlining solutions.

Growth Opportunities:

Technical Growth: Develop expertise in international shipping, API integration, and tool development to advance to a senior or specialist role within the technical support or engineering teams.
Leadership Growth: Demonstrate strong leadership skills and a strategic mindset to transition into a management or leadership role, overseeing a team of technical support engineers or customer success managers.
Product Growth: Leverage your technical background and customer insights to contribute to product development and strategy, potentially transitioning into a product management role.

📝 Enhancement Note: Given the company's growth and focus on international expansion, there are ample opportunities for career progression and growth within Passport.

🌐 Work Environment

Office Type: 100% remote work environment, with teammates around the world in 8 different time zones.

Office Location(s): Remote, with a focus on Latin America.

Workspace Context:

Remote Collaboration: Leverage communication and collaboration tools to work effectively with remote teammates and customers.
Technical Setup: Ensure you have a reliable internet connection, a suitable workspace, and the necessary hardware and software for the role.
Time Zone Awareness: Be mindful of your teammates' time zones and maintain open lines of communication to ensure efficient collaboration.

Work Schedule: Flexible work schedule with a focus on results and project deadlines. Maintain open communication with your manager and teammates to ensure you are meeting expectations and balancing work-life responsibilities.

📝 Enhancement Note: As a remote-first company, Passport emphasizes clear communication, collaboration, and time management skills to ensure a productive and efficient work environment.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess your communication skills, technical background, and cultural fit.
Technical Assessment: A hands-on task or case study to evaluate your problem-solving skills, API integration knowledge, and coding abilities.
Customer Simulation: A role-play scenario to assess your customer support skills, empathy, and ability to resolve technical issues.
Final Interview: A conversation with the hiring manager or a panel of stakeholders to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Highlight your technical support or API integration experience, with a focus on successful troubleshooting, tool development, and process improvement.
Include examples of your coding skills, with a focus on JavaScript, Python, HTML/CSS, and GitHub.
Demonstrate your ability to communicate complex problems clearly and concisely to different audiences.

Technical Challenge Preparation:

Brush up on your SQL and database management skills, as well as your familiarity with REST API Services and JSON.
Practice coding exercises and API integration tasks to ensure you are comfortable with the technical aspects of the role.
Familiarize yourself with Passport's services and the international shipping industry to demonstrate your understanding of the company and its customers.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Programming Languages: JavaScript, Python, HTML, CSS, SQL
Web Technologies: REST API, JSON, GitHub
Tools: Google Sheets, Notion (preferred)
Soft Skills: Customer Support, Problem Solving, Communication, Empathy, Accountability, Resourcefulness
Industry Terms: International Shipping, E-commerce, API Integration, Technical Support, Customer Success

📝 Enhancement Note: Tailor your resume and portfolio to highlight the relevant skills and experience for this role, emphasizing your technical background, customer support experience, and problem-solving abilities.

🛠 Technology Stack & Web Infrastructure

Technical Stack:

Programming Languages: JavaScript, Python, HTML, CSS
Web Technologies: REST API, JSON, GitHub
Databases: Relational databases (SQL)
Tools: Google Sheets, Notion (preferred)
Customer Support Platforms: Not explicitly stated, but the company may use tools like Zendesk, Freshdesk, or similar platforms for customer support ticketing and management.

Infrastructure:

Cloud Platforms: Not explicitly stated, but the company may use cloud platforms like AWS, Google Cloud, or Azure for hosting and managing its services.
Server Management: Not explicitly stated, but the company may use server management tools like Docker, Kubernetes, or similar platforms for containerization and orchestration.

📝 Enhancement Note: While the specific technology stack and infrastructure are not explicitly stated, the role requires proficiency in SQL, coding languages like JavaScript and Python, and familiarity with REST API Services and JSON. Additionally, experience with customer support platforms and cloud-based infrastructure would be beneficial for this role.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and ensure a seamless customer experience throughout the troubleshooting and resolution process.
Problem Solving: Leverage your technical background and analytical skills to identify and resolve complex API integration issues.
Collaboration: Work closely with internal teams and customers to understand pain points, identify trends, and contribute to product improvement.
Ownership: Take ownership of your work, the answers you provide to others, and learn from your mistakes to continuously improve your skills and the customer experience.

Collaboration Style:

Cross-Functional Collaboration: Work closely with customer success, engineering, and product teams to ensure customer needs are met and Passport's services are continuously improving.
Knowledge Sharing: Contribute to the internal knowledge base and collaborate with teammates to ensure everyone has access to the information they need to succeed.
Continuous Learning: Stay up-to-date with industry trends, new technologies, and best practices to enhance your skills and the customer experience.

📝 Enhancement Note: Passport's team culture values ownership, collaboration, and a customer-centric mindset. The company is growing quickly and offers opportunities for professional development and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

API Integration: Troubleshoot API-related issues, collaborate with customers to resolve problems, and ensure a positive customer experience.
Database Management: Query relational databases using SQL to retrieve and manipulate data, as well as optimize performance and ensure data integrity.
Tool Development: Code internal tools and scripts to automate processes, reduce manual tasks, and improve the customer experience.
Customer Advocacy: Understand customer pain points, identify trends, and collaborate with product and engineering teams to outline solutions for Passport's services.

Learning & Development Opportunities:

Technical Skills: Develop your expertise in international shipping, API integration, and tool development to advance to a senior or specialist role within the technical support or engineering teams.
Leadership Skills: Demonstrate strong leadership skills and a strategic mindset to transition into a management or leadership role, overseeing a team of technical support engineers or customer success managers.
Product Knowledge: Leverage your technical background and customer insights to contribute to product development and strategy, potentially transitioning into a product management role.
Industry Trends: Stay up-to-date with industry trends, new technologies, and best practices to enhance your skills and the customer experience.

📝 Enhancement Note: Passport's focus on international expansion and customer success provides ample opportunities for technical growth, leadership development, and product knowledge enhancement within the company.

💡 Interview Preparation

Technical Questions:

API Integration: Describe your experience with API integration, troubleshooting API-related issues, and ensuring a positive customer experience.
SQL: Demonstrate your proficiency in SQL and database management, with examples of complex queries and performance optimization techniques.
Coding Challenges: Solve coding exercises or case studies that focus on JavaScript, Python, HTML/CSS, and GitHub to showcase your technical skills and problem-solving abilities.

Company & Culture Questions:

Customer Support: Explain your approach to customer support, empathy, and resolving technical issues to ensure a positive customer experience.
Collaboration: Describe your experience working with cross-functional teams, understanding customer pain points, and contributing to product improvement.
Adaptability: Discuss your ability to work in a remote-first environment, adapt to new tools and technologies, and maintain a high level of productivity.

Portfolio Presentation Strategy:

Customer Support: Highlight your customer support or API integration experience, with a focus on successful troubleshooting, tool development, and process improvement.
Coding Skills: Include examples of your coding skills, with a focus on JavaScript, Python, HTML/CSS, and GitHub.
Problem-Solving: Demonstrate your ability to communicate complex problems clearly and concisely to different audiences, with a focus on customer support and collaboration.

📝 Enhancement Note: Tailor your interview preparation to highlight your technical background, customer support experience, and problem-solving abilities. Familiarize yourself with Passport's services, the international shipping industry, and the company's values to demonstrate your understanding and fit for the role.

📌 Application Steps

To apply for this Technical Support Engineer position:

Resume Optimization: Tailor your resume to highlight your technical background, customer support experience, and problem-solving abilities. Include relevant keywords and examples of your experience with API integration, SQL, and coding languages like JavaScript and Python.
Portfolio Customization: Curate a portfolio that showcases your technical support or API integration experience, with a focus on successful troubleshooting, tool development, and process improvement. Include examples of your coding skills, with a focus on JavaScript, Python, HTML/CSS, and GitHub.
Technical Interview Preparation: Brush up on your SQL and database management skills, as well as your familiarity with REST API Services and JSON. Practice coding exercises and API integration tasks to ensure you are comfortable with the technical aspects of the role. Familiarize yourself with Passport's services and the international shipping industry to demonstrate your understanding of the company and its customers.
Company Research: Research Passport's services, the international shipping industry, and the company's values to demonstrate your understanding and fit for the role. Prepare thoughtful questions to ask during the interview process to showcase your interest and engagement with the company.

📝 Enhancement Note: Tailor your application, portfolio, and interview preparation to highlight your technical background, customer support experience, and problem-solving abilities. Familiarize yourself with Passport's services, the international shipping industry, and the company's values to demonstrate your understanding and fit for the role.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Emphasize the role's focus on technical support, API integration, and customer success.
Highlight the required technical skills, such as SQL, coding languages, and familiarity with REST API Services and JSON.
Address the remote nature of the role and the need for strong communication and collaboration skills.

Industry Expertise:

Provide context on the international shipping industry and its relevance to the role.
Discuss the importance of API integration, customer support, and tool development in the e-commerce and direct-to-consumer business landscape.
Include specific examples of technical challenges, learning opportunities, and growth prospects within the industry.

Professional Standards:

Maintain a consistent and professional tone throughout the enhanced job description.
Use relevant and up-to-date industry terminology to ensure the content is accurate and informative.
Ensure the content is well-structured, easy to read, and valuable to technical support and customer success professionals seeking their next opportunity.

Technical Focus & Portfolio Emphasis:

Emphasize the required technical skills and the need for a strong portfolio showcasing the candidate's experience with API integration, tool development, and customer support.
Include specific portfolio requirements tailored to the role, with a focus on successful troubleshooting, tool development, and process improvement.
Address the need for clear and concise communication, as well as the ability to work collaboratively with internal teams and customers.

Avoid:

Generic business jargon not relevant to technical support or customer success roles.
Placeholder text or incomplete sections that do not provide valuable information to candidates.
Repetitive content across different sections, as this can confuse or frustrate candidates.
Non-technical terminology unless relevant to the specific role or industry context.

By following these guidelines, you can create a comprehensive, web technology-focused content that serves as a valuable resource for technical support and customer success professionals evaluating career opportunities and preparing for technical interviews in the web development industry.

Technical Support Engineer