Technical Support Specialist

Do you meet the profile and are interested in being part of edunext?

You can apply directly via LinkedIn or send us your resume to the following emails: and , with the subject: "Technical Support Specialist (Level 2)".

Role Description

As a Technical Support Specialist (Level 2) in the Hosting division at edunext, you will be responsible for ensuring the continuity and quality of service on our Open edX platforms. You will handle technical incidents, anticipate issues through proactive monitoring, and deliver an empathetic, agile, and reliable experience to our customers.

You'll work closely with the internal Hosting team, documenting solutions to improve processes and contributing to the team's collective technical knowledge.

We're looking for someone with solid technical foundations and great communication skills, someone who enjoys solving problems in Linux/Windows environments while supporting and guiding our clients through their technical challenges.

Main Responsibilities:

1. Manage and resolve technical incidents reported by customers, ensuring closure or appropriate escalation.
2. Provide clear and empathetic support that builds trust and a positive customer experience.
3. Perform proactive monitoring of Open edX platforms and validate configurations to detect and prevent incidents.
4. Document procedures, solutions, and best practices to ensure knowledge continuity within the team.
5. Participate in internal training sessions and apply new learnings to improve both technical and customer support quality.
6. Collaborate and share knowledge with the internal team, contributing to continuous service improvement.

Requirements:

• Graduate or advanced student in Systems Engineering, Computer Engineering, IT, or related fields.
• At least 6 months of experience in technical support (internships or part-time work acceptable).
• At least 6 months of experience in user or customer support, preferably in IT or digital services environments.
• Basic knowledge of Linux and Windows Server administration.
• Understanding of network fundamentals (DNS, SSL certificates, basic hosting concepts).
• Basic experience with MySQL / PostgreSQL (simple queries, validations).
• Knowledge or experience with Python, Django, and JavaScript.
• Conversational English level (B2).

Nice to have:

• Familiarity with Open edX technologies and platforms.
• Experience with ticketing systems such as Zoho, Zendesk, Remedy, or ServiceNow.

Soft Skills

• Assertive communication
• Emotional intelligence
• Problem-solving mindset
• Proactivity
• Continuous learning
• Adaptability
• Teamwork

This is a great opportunity to join a high-level, collaborative team where you can grow your technical skills and make a meaningful impact in the world of online education

• Flexible schedule and work autonomy
• Full-time position (Monday to Friday, 40 hours/week)
• 100% remote work
• Initial 6-month contract, with the possibility of renewal to a permanent position based on performance
• Monthly compensation between COP $3,500,000 and $4,200,000 (based on experience and knowledge).

Main Benefits

Work from anywhere

Complementary health plan

Dedicated learning time policy

About us

Since 2013, edunext has taken on the challenge of providing organizations around the world with the best educational technology solutions based on Open edX.

Our Mission

We help organizations around the world deliver high-quality online learning because we believe accessible education transforms lives.

Through our specialized services and products built around the open-source Open edX platform, we collaborate closely with our partners to enable them to deliver impactful learning experiences. We are driven by a strong commitment to collaboration, quality, and technology.

Our Vision

To help redefine how education is delivered in the digital age by transforming online learning into a seamless, social, personalized, and globally accessible experience, powered by open-source technologies and tools.

We envision a future in which our innovations help shape a world where high-quality education is not only available to everyone but built on open and collaborative platforms tailored to each learner's needs—driving a new era of learning for all, everywhere.

Our culture

Our culture is flexible, with a modern and relaxed work environment. We value trust, autonomous and responsible work, and open communication.

Headquarters

Our headquarters are in Bogotá, Colombia, but our team is distributed across the United States, Mexico, Panama, Peru, Venezuela, the Philippines, Argentina, Ecuador and various cities in Colombia.