Técnico de Soporte Semi Senior

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

📋 Description

• Management of Tickets and Incident Resolution: Receive, classify, and resolve technical tickets from clients (Jira) while adhering to established SLAs.

• Independently prioritize your workload based on impact, urgency, and technical criteria.

• Conduct a thorough diagnosis of incidents and document each case clearly.

• Assess the functional and business impact of each case to assign the appropriate priority and ticket type.

• Proactively manage workload and maintain performance and service quality during peak demand periods.

• Collaborate with Product, QA, and Development teams to report bugs and participate in incident triage.

⛳️ Requirements

• 3 to 4+ years of experience in Technical Support, Help Desk, or Technical Customer Success roles (Tier 2 / Tier 3).

• Proven experience in high-volume ticket environments (at least 1,000 cases per year).

• University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience).

• Intermediate English proficiency.

• Proficiency in ticketing tools: Zendesk, Jira Service Management, or others.

• Ability to analyze logs, diagnose APIs (REST/SOAP), and manage monitoring tools (Datadog).

• Familiarity with relational databases (basic SQL for diagnostic queries).

• Experience with SaaS platforms and enterprise software architectures.

🏝️ Benefits

• Induction on internal platforms

• Monitoring tools

• Incident management processes

• Opportunities for growth into integrations, engineering, operations, or team lead roles.