Technical Support Analyst
Technical Support Analyst
Posted on :
22-09-2025
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1 Vacancy
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Job Description
Description
Requirements
Benefits
We are hiring a Technical Support Analyst to join the Customer Experience team at one of our clients. This person will be the frontline technical expert supporting their CRM users. Were looking for someone who loves problem-solving thrives in ambiguity and is comfortable navigating backend systems and distributed tools (e.g. Airflow GCP Kibana). This role will report to the Head of CX and work closely with Engineering Product and Customer Success.
What youll do:
- Partner with customers directly: Understand their technical challenges guide them through resolution paths within the app and help them navigate complex issues with clarity.
- Resolve technical issues: Investigate escalated cases involving app behavior workflow errors data integrity and backend issues.
- Go deep on logs and systems: Use tools like GCP Datadog Airflow and GitHub to trace replicate and resolve system behavior.
- Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs file tickets write documentation and influence roadmap fixes.
- Act as the customers technical advocate: Identify trends pain points and usability issues that affect product success and surface them internally.
- Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.
Youll be a great fit for this role if:
- Customer Orientation: You understand that solving a customers issue means thinking beyond the ticket queueit means driving product value and clarity.
- Technical Problem Solving:Comfort investigating logs debugging distributed systems and understanding job flows and file-based integrations.
- Communication Skills:Ability to clearly explain complex technical concepts to non-technical usersboth written and verbal.
- Curiosity: You ask why things work the way they do dig deep into unfamiliar tools and constantly look for better ways to solve problems.
Requirements
- 24 years in a technical support or application support role at a SaaS company
- Hands-on experience investigating issues across backend and cloud systems
- Demonstrated ability to translate complex technical issues into actionable next steps
- Familiarity with CRM ERP or other data-heavy software environments (preferred)
Benefits
- Enjoy the flexibility of working from home
- Join us Monday through Friday
- Competitive salary:
- Secure an indefinite contract that offers complete Colombian benefits
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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