Technical Support Specialist

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

📋 Description

• Implement customer solutions in collaboration with Project Managers, ensuring adherence to timelines, requirements, and quality benchmarks.

• Deliver first- and second-level technical support for post-sale customers through inbound communication channels.

• Analyze, optimize, and troubleshoot intricate data flows, advanced SQL queries, system functionalities, and web application architectures.

• Provide updates on resolution timelines, status, and next steps to customers, direct supervisors, and client stakeholders.

• Investigate and address implementation-related support inquiries.

• Develop, maintain, and organize technical knowledge bases and Standard Operating Procedures (SOPs) for clients and T1/T2 teams.

• Recognize recurring issues and propose enhancements to processes or systems.

• Work collaboratively with internal technical and product teams to tackle escalated concerns.

• Assist in testing, validation, and stabilization efforts following implementation.

• Uphold exemplary standards of client satisfaction, accuracy, and responsiveness.

• Serve as the highest escalation point for complex technical and implementation challenges, taking ownership when T1/T2 teams or Project Managers need in-depth technical support.

• Complete annual cybersecurity training refreshers.

• Finish assigned learning modules aligned with Team Captain criteria within the first 90 days and continue as part of professional growth.

⛳️ Requirements

• Clear, professional, and customer-centric communication skills.

• Friendly, confident, and approachable demeanor with clients and colleagues.

• Detail-oriented with exceptional problem-solving abilities.

• Capability to juggle multiple priorities in a fast-paced setting.

• A keen interest in technology and a commitment to ongoing learning.

• Proactive in identifying challenges and proposing enhancements.

• Structured thinking with the ability to balance immediate solutions with long-term improvements.

• Practical knowledge of SQL or substantial experience with technical systems, including complex queries, optimization, and data troubleshooting.

• Background in supporting software, data platforms, or web-based applications.

• Proven experience with ticketing systems such as Jira or Zendesk.

• Flexible availability and schedule.

• Ability to handle competing priorities and consistently meet deadlines.

• Strong understanding of web application functionality and data interactions between systems.

• Experience in a client-facing technical support or implementation capacity (preferred).

• Comfortable using Google Sheets or similar data analysis tools.

• Excellent written and verbal communication skills.

🏝️ Benefits

• Annual cybersecurity training refreshers

• Assigned learning modules aligned with Team Captain criteria within the first 90 days and continuing as part of professional development