About the Company

SalesCode.ai is a next-generation AI and eB2B Enterprise SaaS platform built for the CPG industry, founded by former Coca-Cola business leaders. The platform helps brands build future-ready sales teams and trade ecosystems through AI-led SFA, eB2B, DMS, AI-generated task systems, and SCAI - an AI Sales Agent that can engage millions of retailers at scale.

With 3M+ users across 12 countries, SalesCode.ai works with leading global brands including Coca-Cola, ITC, PepsiCo, Colgate, Johnson & Johnson, Mondelez, MARS, Reckitt, Perfetti, BATA, and Pladis. The company guarantees a minimum 3% sales uplift, backed by a 110% refund penalty if the commitment is not delivered.

Role Summary

We are looking for a highly skilled L2 Technical Support Executive responsible for advanced troubleshooting, root-cause analysis, report creation, and resolving complex technical issues escalated from L1 teams. This role requires strong analytical, technical, and communication capabilities, along with the ability to collaborate with cross-functional engineering teams.

Key Responsibilities

• Provide advanced technical assistance for escalated incidents requiring deeper investigation.
• Perform root-cause analysis (RCA) for recurring or complex issues and share detailed findings with stakeholders.
• Troubleshoot issues involving database queries, data discrepancies, API failures, product configurations, and integrations.
• Validate defects, replicate issues in staging environments, and work closely with development, QA, and product teams for resolution.
• Review, analyse, and interpret complex application logs to identify system-level issues.
• Support database mapping and conduct complex SQL operations to analyse and resolve data-related issues.
• Prepare detailed technical reports, dashboards, and insights on incident trends, system behaviour, and improvement areas.
• Guide and support L1 teams by providing knowledge articles, SOPs, and technical mentoring.
• Ensure timely escalation and closure of tickets as per defined SLAs, maintaining high customer satisfaction.

Personal Attributes

• High sense of ownership and accountability in driving technical investigations to closure.
• Excellent communication skills with the ability to articulate technical findings clearly.
• Strong analytical mindset with an innovative, solution-oriented approach.
• Proactive, self-driven, and eager to learn advanced tools, integrations, and technologies.

Desired Candidate Profile

• Bilingual proficiency in Spanish & English is mandatory.
• Strong understanding of SQL with ability to write and optimize queries (joins, aggregations, debugging data issues).
• Education qualifications - Full time Bachelor’s degree (Preferably in Tech/IT)
• Hands-on experience with Excel, including advanced formulas, pivots, dashboards, and data analysis.
• Ability to read, interpret, and analyse complex logs, identify technical errors, and correlate events.
• Exposure to APIs, JSON payloads, Postman, or similar tools for debugging.
• Familiarity with product configurations, data workflows, and cloud/on-prem support environments
• Experience replicating issues in staging/QA environments and validating fixes is an advantage.

Job Type: Full-time

Pay: $9,000.00 - $18,000.00 per month

Education:

• Bachelor's (Required)

Language:

• Spanish (Required)
• English (Required)

Work Location: Remote