Technical Support Specialist

hace 2 semanas

Bogotá Cundinamarca, Colombia e199e9fc-2aa2-4026-92a3-ed06ca5eaf02 A tiempo completo $500.000 - $1.500.000 al año

Technical Support Specialist (Bilingual Spanish/English) – Remote

We are looking for a Bilingual Technical Support Specialist (Spanish/English) to support users for mobile and web platform. This role focuses on delivering exceptional technical assistance, troubleshooting issues related to photo documentation, GPS/geolocation, mobile performance, and cloud-based collaboration.

The ideal candidate is detail-oriented, organized, and able to explain technical concepts clearly. You will collaborate closely with Product, QA, and Engineering teams during an active beta-testing phase, ensuring a smooth user experience and fast resolution of technical issues.

Key Responsibilities

  • Provide bilingual (Spanish/English) customer and technical support for PhotoAudit users.
  • Analyze, troubleshoot, and resolve issues with mobile app functionality, photo uploads, GPS validation, and cloud synchronization.
  • Create, update, and manage tickets in JIRA, following severity levels and escalation processes.
  • Collaborate with Engineering and QA teams to report bugs, share product feedback, and highlight quality concerns.
  • Assist users with onboarding, platform navigation, and configuration.
  • Document recurring issues and contribute to internal knowledge base materials.
  • Communicate with users via email, chat, and other channels in a professional and empathetic manner.
  • Support users during US and UK business hours (8:00 AM – 4:00 PM EST).
  • Adapt quickly to evolving product features during beta releases.
  • Ensure high-quality service through active listening and accurate issue assessment.

Preferred Qualifications (Nice to Have)

  • Experience in a startup or fast-paced SaaS environment.
  • Knowledge of photo metadata, EXIF data, or basic image forensics.
  • Understanding of field-service workflows or field-operations tools.
  • Familiarity with mobile device management or remote diagnostics.
  • Basic understanding of REST APIs or webhooks.
  • Experience supporting geolocation-based applications.
  • Ability to create internal documentation or user guides.
  • Experience with beta testing, UAT, or bug reproduction steps.

Work Conditions

  • Remote position
  • Two-month probation period
  • Schedule: Monday–Friday, 8:00 AM – 5:00 PM EST (1-hour break included)

Job Type: Full-time

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