Technical Support Expert

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

📋 Description

• Deliver product support for customer inquiries through telephone, email, social media, and chat channels.

• Evaluate product or service challenges and resolve intricate support issues.

• Record customer interactions and label/categorize issues appropriately.

• Manage a consistent monthly volume of support tickets.

• Act as the escalation point for moderately complex issues and escalate to Product and Engineering teams as needed.

• Identify opportunities for enhancing existing processes and procedures.

• Provide mentorship to new members of the Customer Support team.

• Contribute to the knowledge base content for team and customer empowerment.

• Ensure Support SLAs and CSAT targets are achieved while maintaining organized ticket queues.

• Manage incident reporting and take on-call responsibilities.

⛳️ Requirements

• 3-4 years of experience in a customer-facing technical support role, with a focus on Email, Communications, SaaS, or related technologies.

• Proven customer focus, empathy, active listening skills, and the ability to diplomatically address customer concerns and provide constructive feedback.

• Experience in communicating complex technical issues to both technical and non-technical audiences via phone or email.

• Strong and innovative problem-solving capabilities.

• Ability to quickly learn, take initiative, and ensure follow-through.

• Capacity to stay calm and effective under high workloads while prioritizing situational urgency.

• Attention to detail and a swift ability to adapt to new products and technologies.

• Experience in incident communication and on-call support.

• Familiarity with supporting Email or similar REST APIs.

• Knowledge of Email Deliverability.

• Experience with Snowflake.

• Proficiency with terminals/command prompts.

• JIRA/Confluence experience is advantageous.

• Skills in reading/debugging HTML are a plus.

• SQL knowledge is beneficial.

• Familiarity with Snowflake and Splunk is an advantage.

• Experience with SFDC, QuickBooks, Zuora, or other financial management software and principles is beneficial for certain Billing roles.

• Experience with Postman or other API client tools.

• Familiarity with Zendesk is preferred.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Comprehensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• Support for volunteering and donations.

• Remote-first working environment.

• Occasional travel for project or team in-person meetings.