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Job Title: Mid Support Agent (Level 2)
Location: Remote (Guatemala)
Department: Support
Reports To: Application Support Lead
Employment Type: Contractor

Who we are:

At Relish, we’re all about helping companies get the most out of their enterprise software investments. Our AI-powered solutions are here to take the guesswork out of third-party risks, supplier data validation, and invoicing, all while driving efficiency and growth.

Trusted by over 100 global organizations, including Fortune 500 companies, we’’’re on a mission to future-proof enterprise systems and make businesses run smoother.

But here’s the thing, we’re not just about the tech. At Relish, we believe in creating a workplace where teamwork, trust, and integrity are at the heart of everything we do. That’s why we live by these values:

  • Be a Good Teammate: We’re all in this together, lifting each other up for collective success.
  • Trust First: Transparency and integrity are our superpowers.
  • High Character: We always keep it professional, ethical, and true to our word.

If you’re ready to join a team that’s not just changing the game but having fun while doing it, we’d love to work with you!

The role:

As a Mid Technical Support Agent (Level 2), you’ll play a key, client-facing role in driving Relish’s growth by providing advanced technical assistance and support to customers using our software products. You’ll troubleshoot complex issues, own escalations, and orchestrate the end-to-end customer experience, including scheduling and leading calls with U.S. clients, to keep everything on track. 

The ideal candidate will have deep software-troubleshooting expertise, excellent communication skills, and a passion for delivering top-notch service. You’ll be part of a dynamic technical support team, working closely with support engineers and other IT departments to resolve issues and continuously improve our products.

What you’ll do:

  • Deliver world-class support: Provide assistance for our software products, answer customer questions, resolve incidents, and ensure satisfaction.
  • Troubleshoot complex issues: Diagnose and fix system errors, integration failures, functional bugs, and performance problems.
  • Ticket management: Own support requests, tracking SLAs and communicating status updates.
  • Cross-Functional collaboration: Work closely with Level 3 engineers, product managers, and customer stakeholders; escalate critical issues appropriately.
  • Maintain product expertise: Stay current on all product updates, feature releases, and known issues to provide accurate guidance.
  • Knowledge base development: Write and update technical articles, document resolutions, and feedback recurring issues to the product team.

About you:

  • A Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. 
  • 2-5 years of experience in technical support or IT support service, with an emphasis on software troubleshooting.
  • Hands-on experience with troubleshooting common software issues.
  • Proficiency in Javascript/TypeScript
  • Front end experience with REAct 
  • Backend experience in node.js
  • Proficiency in using support ticketing systems and software (e.g., HubSpot, DevOps, Zendesk, Jira, etc.).
  • Experienced in Supplier Management, Procure2Pay, Account Payable software or ERP domain knowledge within SAP Ariba, Coupa, Workday, ServiceNow.
  • Knowledge of operating systems (Windows, macOS) and common software applications.
  • Version control knowledge with Git
  • Familiarity with cloud-based software and services.
  • Strong communication and problem-solving skills, both written and verbal with ability to be customer facing for troubleshooting or guidance when appropriate.
  • Empathy and patience to handle customer concerns and queries effectively.
  • Ability to work under pressure and manage multiple support cases simultaneously.
  • Excellent attention to detail and organizational skills.

Equipment & professional environment
To succeed in this fully remote role, you must:

  • Provide your own equipment: Supply and maintain a reliable computer (Windows or macOS) that meets company-specified performance standards.
  • Cover running costs: Be responsible for associated home-office expenses, including electricity, high-speed internet, and any required peripherals.
  • Maintain a professional workspace: Ensure a safe, quiet, and distraction-free environment conducive to high-quality customer support.

What we offer:

  • A supportive, inclusive culture where your contributions truly matter.
  • Fully remote work with flexible scheduling
  • Invitation to our annual in-person Company Summit in U.S. (details to be provided)

Salary offering: US$33,000 (annually)outside of US
Banking: You must hold and manage a USD-denominated bank account in Guatemala, at your own expense, for salary deposits.