Technical Support Agent

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver first-level technical assistance through chat, ticketing systems, phone calls, and screen sharing.

• Diagnose, troubleshoot, and resolve technical issues promptly.

• Handle a substantial volume of support tickets while ensuring adherence to service level agreements (SLA).

• Reproduce and investigate issues that customers have reported.

• Provide clear documentation when escalating complex problems to engineering teams.

• Assist customers in navigating product features and troubleshooting processes.

• Keep precise records of support interactions and resolutions.

• Engage in continuous learning to remain informed about product features and technical advancements.

⛳️ Requirements

• 3–4 years of experience in Technical Support or IT Support roles.

• Strong background in supporting SaaS or cloud-based platforms (AWS, GCP, or similar).

• Practical experience with ticketing systems like Zendesk, Jira, or similar tools.

• Experience with third-party integrations (CRMs, external systems, APIs).

• Excellent proficiency in written and spoken English (C1 level required).

• Strong analytical and troubleshooting skills.

• Capability to manage multiple tasks in a dynamic environment.

• Experience working within distributed or remote teams.

• Nice to Have:

• Experience supporting AI, NLP, or Machine Learning-based platforms.

• Previous experience with US-based companies.

• Familiarity with customer support best practices and SLAs.

• Experience in startup settings.

🏝️ Benefits

• Opportunity to engage with state-of-the-art AI technology.

• Experience in a rapidly growing startup environment.

• Career advancement and learning possibilities in tech support and SaaS.

• Collaborative and diverse international team.