Technical Support Engineer

OpsArmy

Job Location:

Bogotá - Colombia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Technical Support Engineer

Remote Full-time Mon-Fri

Apply here: are looking for a highly technical detail-oriented professional to join our Customer Support team as a Tier 2 Technical Support Engineer. This role sits at the intersection of support product and engineering owning advanced troubleshooting root-cause analysis and cross-functional issue resolution for our Unify platform and its integrations.

You will serve as a technical escalation point for Tier 1 support and post-sales teams ensuring customer-impacting issues are triaged quickly documented clearly and routed appropriately.
You will also contribute to system reliability by identifying patterns surfacing product gaps and improving internal tooling documentation and workflows.

This is an ideal role for someone comfortable debugging across APIs integrations and data pipelines in a fast-moving SaaS environment.

What Youll Do

Own Tier-2 Escalations

Triage and resolve complex technical issues escalated from Tier 1 AM and PGS teams
Reproduce bugs isolate root causes and determine whether issues are configuration- data- integration- or platform-related
Provide clear interim updates and technical summaries for customer-facing teams

Debug Integrations and Data Flows

Investigate issues across key integrations (CRM sync enrichment pipelines email infrastructure browser extensions)
Validate API calls troubleshoot CRM setups webhook activity and data transformations
Partner with engineering to confirm expected vs. actual system behavior

Incident & Bug Management

Create structured bug reports with reproducible steps logs and impact assessments
Classify severity and coordinate with engineering on prioritization and resolution timelines
Track issues through resolution and communicate status to stakeholders

Operational Tooling & Documentation

Build and maintain advanced troubleshooting guides and internal runbooks
Document known issues workarounds and diagnostic steps
Improve internal knowledge base and escalation workflows

Product Feedback Loop

Identify recurring failure points friction or reliability risks
Translate ticket patterns into actionable product insights
Partner with product and engineering on long-term fixes and preventative improvements

Process & Systems Improvement

Optimize support workflows tagging and escalation paths
Contribute to SLA adherence response-time tracking and resolution metrics
Help design scalable support infrastructure as volume grows

What Youll Need

Experience

35 years of experience in technical support solutions engineering or operations roles in a SaaS environment
Experience troubleshooting APIs integrations or data pipelines
Strong debugging skills across logs system behavior and configuration layers
Experience writing technical documentation and internal runbooks
Familiarity with support platforms (Zendesk Intercom Pylon etc.)
Experience partnering closely with engineering and product teams

Technical Skills

Strong analytical troubleshooting and root-cause analysis
Comfortable reading logs API responses and system data
Proficiency with spreadsheets and basic SQL for investigations
Understanding of SaaS architectures integrations and sync behavior
Ability to distinguish user error vs. system defect vs. configuration issue

Core Competencies

Clear technical written communication
Structured problem solving and documentation
Strong prioritization across multiple escalations
Ability to translate technical findings into customer-friendly explanations
Systems thinking and a process improvement mindset

If youre passionate about solving complex technical problems and improving the customer experience in a fast-paced SaaS environment wed love to hear from you!

Apply here:

Technical Support EngineerRemote Full-time Mon-FriApply here: are looking for a highly technical detail-oriented professional to join our Customer Support team as a Tier 2 Technical Support Engineer. This role sits at the intersection of support product and engineering owning advanced troubleshooti...

Technical Support Engineer

Remote Full-time Mon-Fri

What Youll Do

Own Tier-2 Escalations

Triage and resolve complex technical issues escalated from Tier 1 AM and PGS teams
Reproduce bugs isolate root causes and determine whether issues are configuration- data- integration- or platform-related
Provide clear interim updates and technical summaries for customer-facing teams

Debug Integrations and Data Flows

Investigate issues across key integrations (CRM sync enrichment pipelines email infrastructure browser extensions)
Validate API calls troubleshoot CRM setups webhook activity and data transformations
Partner with engineering to confirm expected vs. actual system behavior

Incident & Bug Management

Create structured bug reports with reproducible steps logs and impact assessments
Classify severity and coordinate with engineering on prioritization and resolution timelines
Track issues through resolution and communicate status to stakeholders

Operational Tooling & Documentation

Build and maintain advanced troubleshooting guides and internal runbooks
Document known issues workarounds and diagnostic steps
Improve internal knowledge base and escalation workflows

Product Feedback Loop

Identify recurring failure points friction or reliability risks
Translate ticket patterns into actionable product insights
Partner with product and engineering on long-term fixes and preventative improvements

Process & Systems Improvement

Optimize support workflows tagging and escalation paths
Contribute to SLA adherence response-time tracking and resolution metrics
Help design scalable support infrastructure as volume grows

What Youll Need

Experience

35 years of experience in technical support solutions engineering or operations roles in a SaaS environment
Experience troubleshooting APIs integrations or data pipelines
Strong debugging skills across logs system behavior and configuration layers
Experience writing technical documentation and internal runbooks
Familiarity with support platforms (Zendesk Intercom Pylon etc.)
Experience partnering closely with engineering and product teams

Technical Skills

Strong analytical troubleshooting and root-cause analysis
Comfortable reading logs API responses and system data
Proficiency with spreadsheets and basic SQL for investigations
Understanding of SaaS architectures integrations and sync behavior
Ability to distinguish user error vs. system defect vs. configuration issue

Core Competencies

Clear technical written communication
Structured problem solving and documentation
Strong prioritization across multiple escalations
Ability to translate technical findings into customer-friendly explanations
Systems thinking and a process improvement mindset

If youre passionate about solving complex technical problems and improving the customer experience in a fast-paced SaaS environment wed love to hear from you!

Apply here: