Technical Support Specialist

hace 16 horas


Colombia Booth and Partners A tiempo completo

As a Tier 2 Customer Care Agent, you play a critical role at the heart of our operations. You are trusted with solving complex, high -impact customer issues, acting as the technical backbone of our customer care organization. This role is for people who enjoy deep problem -solving, high ownership, and tangible output. You will spend the majority of your time actively resolving cases, untangling technical challenges, and working closely with Tier 1, engineering, product, and registry partners to deliver fast, high -quality outcomes for our customers. Beyond resolving individual tickets, Tier 2 agents help raise the bar: improving processes, strengthening technical knowledge across the organization, and reducing repeat issues through smart fixes and clear documentation.Requirements Primary Responsibilities Resolve complex, non -standard customer issues related to domains, DNS, identity services, APIs, and platform behaviour.Act as the main escalation point from Tier 1, taking full ownership of cases through to resolution.Troubleshoot technical issues using API logs, EPP flows, system logs, and command -line tools, with a strong focus on root cause.Diagnose and resolve advanced DNS issues, including zone  configuration, propagation problems, record conflicts, and registry -specific behavior.Investigate domain lifecycle issues across gTLDs, ccTLDs, transfers, renewals, restores, and migrations, including ICANN -related edge cases.Support software and platform -related issues, working closely with engineering and product teams where deeper investigation is required.Proactively identify patterns, recurring problems, or structural gaps and feed these back into product, engineering, training, or automation initiatives.Maintain clear, high -quality case documentation that enables learnings to scale beyond the individual ticket.Contribute to internal knowledge bases and AI -driven support tooling by turning real customer issues into reusable solutions.Support Tier 1 agents through guidance, informal coaching, and clear escalation handling, helping raise overall team capability. Success is measured byComplex cases resolved efficiently and correctlyStrong first -time resolution and escalation closure ratesReduction in repeat issues through clear fixes and documentationQuality and clarity of technical investigations and written responses Positive feedback from Tier 1, engineering, and product stakeholdersContribution to operational improvements, not just ticket throughput Benefits Competitive Salary: Get paid what you're worth Prepaid Medicine: Your health is our priorityLife Insurance: Peace of mind for you and your loved onesBirthday Day Off: Celebrate your special day YOUR wayIndefinite -Term Labor Contract: Stability and all legal benefits included



  • Bogota, , Colombia Command Alkon USA A tiempo completo

    Summary of RoleAre you a Seasoned Support guru that everyone goes to when they have difficult problems? Join Command Alkon's Customer Support team We take pride in being the leaders in supporting advanced construction material industry solutions. We are found throughout the globe in Concrete Batching Plants, Rock Quarries, Asphalt Plants, and much more....


  • Colombia Ideaware A tiempo completo

    What we're looking forWe're looking for a Tech Customer Support Specialist to join a fast-growing SaaS company that helps thousands of businesses worldwide scale smarter with data-driven tools. You'll become a subject matter expert on the platform, helping users solve technical issues, guiding them through setup, and ensuring they have a seamless experience...


  • Home Based - Colombia RELX A tiempo completo

    About Us:Elsevier is on a mission to build smart, inspired and useful products for faculty and academic communities. By building an engine for faculty activity, decisions, and data, Interfolio has become the first mover in defining and owning the category of faculty-focused technology that cultivates goal-oriented collaboration around academic...

  • Cloud Technical Support

    hace 1 semana


    Colombia Sangoma A tiempo completo

    **Cloud Technical Support** Sangoma’s value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access...


  • Barranquilla, Atlántico, , Colombia Virtual Professional A tiempo completo

    Customer Support Specialist (Colombia - Remote) hashtag We're growing our team and looking for a Customer Support Specialist who's passionate about tech, proactive by nature, and excited to help customers succeed.


  • Colombia Lean Solutions Group A tiempo completo

    Description Position title: Helpdesk Support Specialist Location: Colombia - On-site Role Position Overview The primary purpose of this role is to provide vital technical support and maintain the integrity of internal tech systems. Key responsibilities include monitoring essential business systems, troubleshooting technical issues, documenting cases, and...

  • Cloud Technical Support

    hace 1 semana


    Colombia Sangoma A tiempo completo

    **Cloud Technical Support** Sangoma’s value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access...

  • Technical Support

    hace 2 semanas


    Colombia, Huila FENARC A tiempo completo

    PUSHTech is looking for a bilingual remote Customer Success Manager located in AMER Time Zone. This role will focus on clients in the Americas, while also working with the European based team. This role will report to the Head of Customer Success. **Jobs Summary**: **Responsibilities of the role**: - Analyze customer data to improve customer experience. -...

  • Technical Specialist

    hace 2 semanas


    Colombia Nokia Global A tiempo completo

    DescriptionICT Management & Operations (ICT) comprises the management of ICT systems and the support of services in response to business needs. Covers the entire lifecycle of an IT service and / or IT business service (several IT services) including operational performance. Contains provision of high quality and accurate implementation plans that optimise...


  • Colombia Oracle A tiempo completo

    Field Support Specialist 3-22000C71 **Applicants are required to read, write, and speak the following languages***: English, Spanish **Preferred Qualifications** **Propósito del cargo.** Responsable de proporcionar la primera línea de soporte en sitio que incluye hardware, software, aplicaciones de software y de redes para clientes y personal de campo...