Technical Support Agent

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

📋 Description

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

• Diagnose, troubleshoot, and resolve technical challenges promptly.

• Handle a significant volume of support tickets while ensuring compliance with service level agreements (SLAs).

• Reproduce and assess issues reported by customers.

• Elevate complex problems to engineering teams with thorough documentation.

• Assist customers in navigating product features and troubleshooting processes.

• Keep precise records of support interactions and solutions provided.

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

⛳️ Requirements

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

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

• Practical experience with ticketing systems such as Zendesk, Jira, or equivalent.

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

• Excellent command of written and spoken English (C1 level required).

• Strong analytical and troubleshooting abilities.

• Capacity to juggle multiple tasks in a dynamic environment.

• Experience collaborating in distributed or remote teams.

• Nice to Have:

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

• Previous employment with US-based companies.

• Knowledge of customer support best practices and SLAs.

• Experience in startup settings.

🏝️ Benefits

• Opportunity to engage with innovative AI technology.

• Exposure to a rapidly expanding startup environment.

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

• Collaborative international team atmosphere.