Technical Support Specialist (Tier 3 - Bilingual)

About Molecule

Molecule is modern, cloud-based software that simplifies energy and commodity trading. We help trading companies manage risk, streamline operations, and gain clarity into their positions all through powerful, intuitive technology.

The Role

We’re looking for a highly skilled Tier 3 Technical Support Specialist to join our Customer Services team. This role is the final escalation point for complex technical issues and plays a critical part in bridging customer support with engineering. You’ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

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 You Bring

• 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.

• Familiarity with APIs, SQL, Python, and tools like Mode, or browser dev tools.

• Excellent communication skills such as the ability to translate technical detail into clear explanations for customers and internal teams.

• Experience working with product and engineering teams to resolve bugs or product limitations.

• Experience in energy trading, ETRM/CTRM software, or financial systems.
  

Why Molecule

• A remote-first team reshaping the energy industry with smart, intuitive software.

• A customer-first culture where your technical expertise drives real-world impact.

• Autonomy, flexibility, and the opportunity to grow with a scaling company.

• Competitive compensation, equity, and benefits.