Technical Support Engineer

hace 9 horas

Bogotá, Colombia Nearshore Business Solutions A tiempo completo

**Job Title**: Technical Support Engineer
**Location**: Remote (Latin America Based)

**Job Type**: Full-time

**About the Role**
We are looking for a highly motivated Technical Support Engineer to join our team and help resolve complex technical issues for end-users. This role involves analyzing software challenges and providing solutions promptly to improve efficiency and collaboration between the Product and Customer Experience teams.

**Key Responsibilities**
- Act as the liaison between the Customer Support and Engineering teams to resolve technical issues.
- Troubleshoot and resolve technical problems reported by users, focusing on root cause analysis and implementing effective fixes.
- Ensure timely response and resolution of tickets in alignment with Service Level Agreements (SLAs).
- Document resolutions, common issues, and workarounds to create a comprehensive knowledge base for internal use.
- Provide clear and consistent communication to internal customer support teams regarding issue details and resolutions.
- Commit to delivering exceptional customer experiences with a proactive and solution-oriented mindset.

**Qualifications**
- 1-3 years of experience in technical customer support roles.
- A degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proficiency in SQL and NoSQL database technologies.
- Basic scripting knowledge (e.g., Python, Bash) for automation.
- Strong analytical and debugging skills with the ability to resolve technical challenges independently.
- Clear communication skills for documenting solutions and guiding users.
- Experience with JIRA or similar tools for ticket management.
- Familiarity with GenAI coding assistants is a plus.

**What We Offer**
- Opportunities for growth and development with comprehensive training.
- A collaborative, inclusive, and transparent work culture.
- Flexible remote working environment.

Application Question(s):

- Are you located in Latin America?

**Experience**:

- scripting languages such as Python or Bash: 1 year (preferred)
- technical customer support roles: 1 year (preferred)
- using ticketing systems like JIRA or similar tools: 1 year (preferred)
- SQL or NoSQL databases: 1 year (preferred)

**Language**:

- English (required)

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