Technical Support Representative

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

📋 Description

• Address complex and escalated issues for high-value or critical clients.

• Collaborate directly with clients to comprehend issues, document them in a case, and work towards a resolution.

• Adhere to SLAs regarding responsiveness for individual cases.

• Act as an escalation point for Customer Support Representatives and serve as the resident subject matter expert for a specific product suite/team.

• Take charge of technical issues and collaborate with our Engineering and product teams to resolve more advanced problems when necessary.

• Validate and identify product bugs while documenting expected behaviors for resolution.

• Coordinate teams, arrange client troubleshooting sessions, and provide both written and verbal summaries.

• Resolve escalated customer complaints, particularly those of a technical nature, without requiring intervention from team leads or management.

• Provide on-call support.

• Assist in training junior members and customer support representatives on our software and processes.

• Update the ticket tracking system to maintain an accurate and current status of support issues.

• Create Knowledge Base articles to enhance knowledge for managing support issues.

• Possess the ability to troubleshoot issues ranging from simple failures to complex, multi-faceted problems.

⛳️ Requirements

• A minimum of 1 year of experience providing technical support for cloud-based software or services.

• Capable of communicating complex technical issues to both experts and novices.

• Familiarity with ticketing systems such as Zendesk, JIRA, Salesforce, or similar platforms.

• A technical degree in Computer Science or equivalent experience (2+ years).

• Preferred but not mandatory: Experience with relational databases (MSSQL & PostgreSQL preferred).

• Preferred but not mandatory: Experience in administering Windows desktops, servers, and embedded systems.

• Preferred but not mandatory: Knowledge of enterprise SaaS or web-hosted software.

• Preferred but not mandatory: Experience with streaming/video playback.

• Preferred but not mandatory: Familiarity with GitHub, CI/CD, and software deployment.

🏝️ Benefits

• Flexible Time Off – Take the time you need to rest, recharge, and live your life.

• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.

• Work From Home Reimbursement – Support a productive home office environment.

• Private health, vision, dental, and life insurance – 100% Employer-Paid.

• Comprehensive coverage for you and your family.

• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

• Pension Plan and Retirement options.

• Online Learning Platforms – Fuel your professional development.

• Competitive Salary & Bonuses – Your contributions are valued and rewarded.