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 email: , 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 across Open edX platforms. This includes resolving technical incidents, anticipating issues through proactive monitoring, and delivering an empathetic, agile, and reliable customer experience.

You will work closely with the internal Hosting team and document solutions to support process improvements and strengthen the team's technical knowledge.

We are looking for someone with solid technical foundations and strong communication skills. This role combines incident resolution in Linux/Windows environments with the ability to provide guidance and high-quality service to our customers.

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:

• Graduates or advanced students in Systems Engineering, Computer Engineering, IT, Networks, or related fields.
• At least 6 months of experience in technical support, preferably in IT or digital service environments.
• At least 6 months of experience working with ticket management platforms such as Zoho Desk, Jira Service Desk, Freshdesk, or similar tools, including categorization, prioritization, SLA management, and technical escalation.
• Experience administering Linux and Windows Server environments.
• Experience and knowledge of network fundamentals (DNS, SSL certificates, basic hosting concepts).
• Familiarity with key concepts such as MFEs and administrative tools (user management, database management, and permission handling).
• Understanding of basic system architecture (services, configurations, plugins, integrations).
• At least 6 months of experience working with MySQL / PostgreSQL (simple queries and validations).
• At least 6 months of experience with Python and JavaScript.
• Conversational English level (B2).

Nice to have:

• Experience with Django.
• Knowledge of JSON, HTTP, tokens, authentication, SSO, and LTI.
• Experience using incident management and monitoring tools such as New Relic and Opsgenie.

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 $3,200,000 and $4,200,000 (based on experience and knowledge).

Main Benefits

Work from anywhere

Complementary health plan

Performance bonus

Vision care subsidy

Mental health benefit

Emergency loans

Educational loans

Education subsidy

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.