Technical Support Analyst

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

📋 Description

• Collaborate directly with customers: Gain insight into their technical challenges, assist them in navigating resolution paths within the application, and help clarify complex issues.

• Address technical challenges: Examine escalated cases related to app functionality, workflow mistakes, data integrity, and backend problems.

• Analyze logs and systems thoroughly: Utilize tools such as GCP, Datadog, Airflow, and GitHub to trace, replicate, and address system behaviors.

• Work cross-functionally: Team up with Engineering and Product to escalate bugs, create tickets, document processes, and influence the roadmap for fixes.

• Serve as the customer's technical advocate: Recognize trends, pain points, and usability concerns that impact product success and communicate them internally.

• Document and enhance processes: Develop internal playbooks and propose process improvements to decrease ticket volume and enhance first-response resolution.

⛳️ Requirements

• 2–4 years of experience in a technical support or application support position within a SaaS company.

• Practical experience in investigating issues across backend and cloud systems.

• Proven ability to convert complex technical challenges into actionable next steps.

• Familiarity with CRM, ERP, or other data-intensive software environments (preferred).

🏝️ Benefits

• Enjoy the flexibility of working from home.

• Join us from Monday to Friday.

• Competitive salary: $4,800,000 COP.

• Obtain an indefinite contract that includes full Colombian benefits.