Technical Customer Support
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Job Description
Technical Customer Support Associate resolving complex SaaS issues in Colombia. Troubleshooting APIs and SQL while partnering with Product and Engineering teams.
Responsibilities:
- Deliver exceptional customer service through professional, timely, and solution-oriented communication
- Respond to customer inquiries submitted through the support portal, email, and phone
- Troubleshoot, diagnose, and resolve software-related issues by analyzing customer-reported problems and identifying root causes whenever possible
- Investigate technical issues using available tools, logs, and documentation
- Document customer issues, troubleshooting steps, and resolutions accurately within the support system
- Escalate complex issues to higher-level technical resources when appropriate, providing complete documentation and context
- Collaborate with Product, Engineering, and other internal teams to ensure timely issue resolution
- Contribute to the continuous improvement of internal knowledge base articles, FAQs, and product documentation
- Identify recurring customer issues and communicate trends that may improve product quality and customer experience
Requirements:
- 3+ years of experience in Technical Support, Software Support, Customer Support, or a similar client-facing technical role, preferably Tier 2 or 3
- Strong troubleshooting and analytical problem-solving skills
- Experience supporting software applications in a SaaS or enterprise software environment
- Experience working with or consuming REST APIs and understanding API-based integrations
- Experience writing and troubleshooting SQL queries
- Strong customer-first mindset with the ability to explain technical concepts clearly to non-technical users
- Ability to prioritize multiple issues in a fast-paced environment
- Ability to work independently in a remote environment
- Reliable high-speed internet connection: minimum 20 Mbps download / 2 Mbps upload
- Quiet workspace for phone and video support
- Professional English proficiency, written and spoken
- Nice to have: Experience supporting Salesforce
- Nice to have: Experience supporting SaaS, ERP, PIM, CRM, or other enterprise software platforms
- Nice to have: Familiarity with ticketing systems and knowledge management platforms
Benefits:
- Remote work arrangement
- Reliable high-speed internet connection requirement (minimum 20 Mbps download / 2 Mbps upload)
- Quiet workspace for phone and video support
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