Molecule Software is looking for a Bilingual Technical Support Specialist (Tier 3) to serve as the final escalation point for complex technical issues, bridging customer support with engineering. You will investigate, diagnose, and resolve challenging product and integration problems, directly impacting customer satisfaction and product quality.
What You'll Do
- Serve as the escalation point for Tier 2 support on complex, technical customer issues.
- Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems.
- Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions.
- Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when needed.
- Maintain deep knowledge of Molecule’s platform, integrations, APIs, and system behavior.
- Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting.
- Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement.
- Participate in post-incident reviews and ensure learnings are translated into process or product changes.
What We're Looking For
- Bilingual fluency in English & Spanish.
- 3–5+ years of experience in technical support, preferably in a SaaS or enterprise software environment.
- Strong troubleshooting skills and technical fluency such as experience reading logs, querying data, and diagnosing backend issues.
- Excellent communication skills such as the ability to translate technical detail into clear explanations for customers and internal teams.
Nice to Have
- Familiarity with APIs, SQL, Python, and tools like Mode, or browser dev tools.
- Experience working with product and engineering teams to resolve bugs or product limitations.
- Experience in energy trading, ETRM/CTRM software, or financial systems.
Technical Stack
- APIs
- SQL
- Python
- Mode
- Browser dev tools
Team & Environment
You'll be part of the Customer Services team, collaborating closely with Product, Engineering, and Tier 1 & 2 Support.
Benefits & Compensation
- Competitive compensation
- Equity
- Benefits
Work Mode
This role is remote-first.
Molecule Software is a remote-first team reshaping the energy industry with smart, intuitive software. We foster a customer-first culture where your technical expertise drives real-world impact, offering autonomy, flexibility, and the opportunity to grow with a scaling company.
