Customer Support Engineer

About the role

We are seeking a Customer Support Engineer to join our Software/SaaS team in Colombia. You will provide L1/L2 technical assistance, troubleshoot application issues, and ensure a high‑quality customer experience. This is a full‑time position for candidates with 2–4 years of relevant experience.

Key responsibilities

• Deliver L1/L2 support via phone, email, chat, and remote sessions.
• Diagnose, troubleshoot, and resolve software application problems.
• Log, prioritize, and manage incidents using ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Escalate complex issues to engineering or product teams when necessary.
• Install, configure, and support SaaS applications for clients.
• Monitor application performance and identify recurring issues.
• Maintain detailed documentation of interactions, resolutions, and troubleshooting steps.
• Collaborate with Product, QA, and Development teams to resolve product‑related problems.
• Assist customers with onboarding, configuration, and feature usage.
• Perform root‑cause analysis for recurring technical issues and ensure SLA compliance.

Required profile

• 2–4 years of technical support experience in a Software/SaaS environment.
• Bachelor's degree in Computer Science, IT, or a related field (preferred).
• Relevant certifications such as ITIL, Microsoft, AWS Cloud Practitioner, or CompTIA A+ are a plus.
• Customer‑focused mindset with strong problem‑solving abilities.

Required skills

• Proficiency with Windows and Linux operating systems.
• Basic networking concepts.
• SQL, MySQL, PostgreSQL and ability to run simple queries.
• Understanding of REST APIs, JSON and experience with API testing tools like Postman.
• Experience with CRM and ticketing platforms (Zendesk, Freshdesk, Jira, ServiceNow, Salesforce).