Technical Support Engineer

About Topsort

At Topsort, we believe in the mission of democratizing the secret technologies of the walled gardens and creating a privacy-first cookie-free world of clean advertising with modern tech, friendly products, and AI. We believe in making advertising intuitive, intelligent, and genuinely cool, without any of the creepy ads or cookie-obsession (well, maybe just the chocolate ones). In a rapidly changing industry, we're on a mission to democratize monetization access for all and ensure that advertising doesn't leave any brand or seller feeling confused or overwhelmed.

Today, Topsort has 5 major hubs worldwide, and employees in 13+ countries, including Menlo Park, Boston, Santiago Chile, Sao Paulo Brazil, Barcelona Spain, and Sydney Australia. We are a truly global company that was born in the pandemic that’s had rapid growth since out of a genius product, a customer-first mentality, and a hardworking team of talented individuals. Since our founding in 2021, we’ve gained customers in retail, marketplaces, and delivery apps in 40+ countries and quickly approaching the #1 position in the industry.

Do you enjoy a fast-paced environment? Do you like seeing your work create real-time impact, being part of a rocket ship from the very beginning? Let’s do the unimaginable - let’s make ads clean and cool again, with AI and modern technology. 

What it’s like to work at Topsort

Our team is a sports team hyper-focused on winning. We embrace straightforward communication, work at a 100 mph pace, and value extraordinary opinions. We operate in the open, favor bold choices over endless meetings, and believe that if it can be done today, it should be. We are collaborative internally and competitive externally—never the other way around.

About the Role

We are looking for a Technical Support Engineer to join Topsort's Integrations team, supporting our growing LATAM customer base. This is a junior-to-mid level role focused on being the first line of technical defense — you'll absorb incoming client tickets, troubleshoot integration issues, and ensure our customers get fast, reliable, and technically sound support.

This role sits within the integrations function but is oriented toward support depth over integration ownership. You'll work closely with senior Integrations Engineers and Customer Success to resolve issues quickly and escalate with context when needed. You're the person who keeps the engine running smoothly day-to-day.

You Will

• Own the Support Queue: Be the primary point of contact for technical support tickets from clients — triaging, investigating, and resolving integration-related issues in a timely and professional manner.
• Troubleshoot API & Integration Issues: Diagnose problems related to REST API usage, authentication flows, data formatting issues (JSON/XML), and webhook configurations.
• Collaborate with Integrations Engineers: Escalate complex issues with full context and documentation, acting as the bridge between the client and the senior engineering team.
• Support Client Onboarding: Assist clients during the early stages of their integration — answering questions, reviewing implementation details, and flagging potential issues before they become problems.
• Document & Build Knowledge: Create and maintain internal documentation, troubleshooting guides, and FAQs to help scale support efforts across the team.
• Monitor & Proactively Flag Issues: Keep an eye on client integration health, flagging patterns or recurring issues that may signal a deeper product or implementation problem.
• Assist with RFPs & Questionnaires: Provide support in responding to technical questions during the sales cycle when needed.

What We Think You Need to Be Successful

We're open to not checking every box — outlier candidates with the right mindset are always welcome!

• 1+ years of experience in a technical support, implementation support, or junior integrations role.
• API Fundamentals: Working knowledge of RESTful APIs, authentication methods (OAuth, API keys), and data formats like JSON.
• Strong Communicator: Able to clearly explain technical issues to both technical and non-technical stakeholders — in English and Spanish (Portuguese is a plus).
• Customer-First Mindset: You care about the client experience and take pride in resolving issues quickly and thoroughly.
• Detail-Oriented Problem Solver: You dig into the details, reproduce issues, and don't just close tickets — you close them well.
• Comfortable with Ambiguity: You can navigate uncertain situations, gather the right context, and make reasonable decisions.
• Familiarity with CRM or support tools (e.g., Zendesk, Intercom, Jira) is a plus.
• Exposure to ad tech or marketplace platforms is a bonus, but not required.
• Bachelor's degree in Computer Science, Engineering, or related field preferred.

Why Topsort

Topsort is building the infrastructure for retail media — the technology layer that powers advertising inside the world's largest marketplaces and retailers. We're a fast-moving, globally distributed team that values ownership, curiosity, and impact. In this role, you'll gain deep exposure to complex integrations, enterprise clients, and a product that's reshaping how commerce and advertising work together.

• Deep dive into details: Professionals who are not content with superficial answers and dive deeply into the details to uncover root causes and optimal solutions.
• Team first: A low need for individual recognition, always prioritizing collective results over personal credit.
• You thrive with ambiguity: Exceptional ability to tackle open-ended problems in unstructured environments, turning chaos into structured innovation.
• Adaptability: Willingness to learn, mentor, lead, and follow as the situation demands, fostering growth at all levels.
• Urgency: A disproportionate sense of urgency in execution, while keeping scalability and the creation of replicable processes in mind to ensure long-term success.
• Curiosity: Genuinely curious individuals who can quickly learn difficult concepts and apply them effectively.