Technical Support Analyst

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

📋 Description

• Provide Level 2 technical support for CSG products in production, addressing technical issues and error conditions as reported by customers and internal stakeholders in accordance with SLAs and OLAs.

• Monitor, triage, and manage incident and service request queues using the CSG support tools, ensuring that tickets are consistently updated with investigation details, status, and resolution notes.

• Analyze application, database, and interface behavior utilizing SQL queries, logs, and standard Unix/Linux utilities to identify root causes and recommend or implement corrective measures under the guidance of senior staff when necessary.

• Carry out standard operational tasks and runbooks (such as job restarts, configuration changes, health checks, and basic deployments or turnovers) in accordance with approved procedures and change-management protocols.

• Collaborate with Level 3/L4 (Development and Product) teams on complex issues, delivering clear problem descriptions, supporting data, and test results while tracking follow-up actions to completion.

• Maintain a high level of customer satisfaction through professional communication, proactive follow-up, and timely updates throughout the incident lifecycle and during post-incident reviews.

• Contribute to knowledge management by creating and updating technical documentation, troubleshooting guides, and standard operating procedures for recurring issues and routine tasks.

• Assist in implementing minor configuration changes and enhancements in both test and production environments, coordinating with business and technical teams to ensure safe validation and promotion of changes.

• Participate in shift work, on-call rotations, and after-hours/weekend/public-holiday support to ensure 24x7 coverage as required by customer contracts.

• When applicable, support customer reporting and basic data analysis by creating or executing standard reports to help customers comprehend system behavior and metrics.

⛳️ Requirements

• 2 years of experience in technical/application support, software, or telecommunications operations, or equivalent academic/project experience.

• Basic understanding of Unix/Linux and shell commands; capability to review and execute scripts following standard procedures.

• Basic experience with SQL and relational databases (e.g., Oracle), including querying data and interpreting results for troubleshooting purposes.

• Good comprehension of complex software/system architectures and the interactions between applications, databases, and interfaces in a telecom environment (advantage).

• Strong analytical and problem-solving abilities, with the capacity to break down issues, identify patterns, and follow through on resolutions.

• Effective written and verbal communication skills in English; proficiency in Spanish and additional languages is advantageous for regional support.

• Ability to thrive in a team-oriented, global support environment, including collaboration across time zones and cultures.

• Willingness to work shifts, be on standby, and support critical incidents outside normal business hours as needed.

• Proficient in reading, writing, speaking, and understanding the English language in a business setting.

🏝️ Benefits

• Work from Home, in-office, or hybrid

• Employee Belonging Groups

• Healthcare: Dental, Medical, and Vision

• Paid Vacation, Volunteer, and Holiday Time Off

• And so much more!