Support Engineer

• Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Blackboard e-learning applications to students and faculty at a wide variety of learning institutions
• Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products
• Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments
• Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level
• Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Blackboard employees on the status of all issues on a timely basis
• Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers
• Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues

Product Support Engineer I

• Triage incoming bug reports and feature requests; resolve known issue types autonomously and escalate novel or high-risk issues with clear context
• Troubleshoot and resolve data issues in relational SQL databases and non-relational database containers, including cross-container data migrations in Cosmos DB
• After ramp-up, serve as the primary point of contact for our custom internal platform user support via Slack and our intake board, communicating directly with application users to understand and resolve their issues and triage their improvement ideas
• Monitor application health and build alerting for edge-case failures
• Incrementally automate recurring operational tasks such as manual data corrections, reducing the team's operational overhead over time
• Implement features, enhancements, and bug fixes in internal applications using Node.js, TypeScript, React, and Azure services
• Participate in code reviews, sprint planning, and backlog grooming with the development team
• Support release management and deployment through existing CI/CD pipelines
• Assist with integrations between internal enterprise applications, systems, and data stores
• Build and maintain user-facing help documentation, FAQs, and release notes so that users can self-serve common questions
• Create and maintain developer-facing runbooks, troubleshooting decision trees, and system documentation
• Keep documentation current as features are released and the UI evolves
• Write and expand automated test coverage — unit, integration, and regression — to catch issues before users encounter them
• Develop deeper expertise in Azure services, .NET, and other technologies in our stack as the role evolves
• Apply agile practices including iterative delivery and fail-fast experimentation
• Seek and respond to feedback from peers, managers, and stakeholders
• Participate in Pariveda's learning opportunities, community events, and culture of continuous development
• Learn Pariveda's presentation style and communication techniques for technical and non-technical audiences

Custom Application Support Developer

• Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support
• Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments
• Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments
• Accurately document and track issues using our internal ticketing system
• Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem
• Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info
• Communicate real-time insights with your team through collaboration tools like chat and internal channels
• Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience
• Take on additional duties and special projects as assigned

Technical Support Specialist II

• Implement and maintain a robust real-time monitoring system that ensures full visibility into critical workflows before incidents escalate
• Provide top support to clients, acting as the main line of defense to address issues, answer queries, and escalate critical incidents when necessary
• Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing
• Create and standardize operational processes that enable scalability and consistent service quality
• Analyze recurring issues and propose data-driven improvements to position the NOC as a strategic function
• Ensure continuous operational coverage with well-structured shift handovers
• Participate in some development activities to build hands-on backend knowledge
• Identify gaps in current tools and workflows and bring solutions to the table

Technical Support Analyst

• Debe tener nivel medio a alto en:
• ITSM (gestión de incidentes, requerimientos, SLAs)
• Manejo de tickets (Service Desk / ManageEngine / similar)
• Diagnóstico técnico básico:
• aplicaciones (web/mobile)
• conectividad
• logs básicos
• Integración de aplicaciones (APIs / flujos básicos)
• Conocimientos en:
• ERP / WMS / aplicaciones de ventas (idealmente)
• bases de datos (consultas básicas SQL)
• Identificar patrones (incidentes repetitivos)
• Analizar backlog (no solo ejecutar)
• Entender criticidad real de los casos
• Proponer mejoras (automatización / KB / cambios)
• Documentación completa de tickets
• Registro de acciones realizadas
• Actualización de base de conocimiento

Application Support Analyst

• Communicating with the clients of Access Server & CloudConnexa, our cutting-edge corporate VPN solutions used by thousands of businesses worldwide
• Investigate client issues received via our ticketing system
• Respond to clients to ensure their full satisfaction
• Coordinate with other team members as well as other teams to resolve or refer more complicated issues

Technical Support Engineer

• Soporte de Aplicaciones (MES) a nivel L2-L3
• Resolución de problemas y administración en entornos de producción
• Colaborar con los equipos de trabajo de las empresas clientes
• Participar en la evolución y transformación tecnológica de las empresas clientes

Ingeniero Senior de Soporte MES – Bilingüe

• Apoyar la toma de decisiones comerciales mediante el análisis de datos, la generación de reportes e insights accionables.
• Analizar información comercial para identificar tendencias, riesgos, oportunidades y principales indicadores de desempeño.
• Diseñar y actualizar reportes y dashboards.
• Generar insights relacionados con ventas, rentabilidad, precios, mix de producto, segmentación y desempeño comercial.
• Garantizar la calidad y consistencia de los datos mediante validaciones y auditorías periódicas.
• Apoyar la implementación y mejora continua de herramientas y soluciones de analítica comercial.
• Colaborar con equipos comerciales y otras áreas.

Sales Support Analyst

• Serás la pieza clave para la implementación, mejora y mantenimiento de nuestra infraestructura de Contact Center
• Colaborarás directamente con equipos globales

Support Engineer, Inglés C1

• Handle inbound technical support calls and emails from residents experiencing issues with their smart home devices
• Troubleshoot common problems such as Wi-Fi connectivity issues, device pairing failures, and general setup questions
• Walk residents through solutions clearly and calmly, adjusting your explanations to their level of comfort with technology
• Log and manage all interactions accurately in CRM software
• Handle both voice and email support channels, managing multiple tasks at the same time
• Stay up to date with product changes and adapt to an evolving support environment

Technical Support Agent – Smart Home Technology

• Deliver outstanding customer support via emails and chat
• Resolve customer’s inquiries related to billing, how-to-use, technical issues and bugs
• Create reports to maintain feedback up to date
• Escalate complex issues to engineers as needed
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI

Technical Support Consultant, Fluent English

• Provide live support via phone, chat, and email
• Troubleshoot issues customers are having
• Work with customers to find a solution
• Walk customers through the steps to correct issues

Technical Support Specialist

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provide timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Adhere to company policies and procedures
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Meet or exceed performance targets for related KPIs

Technical Support Representative II

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Ensure accurate ticket triaging
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

Technical Support Representative

• Brindar soporte funcional y técnico a usuarios finales, garantizando el cumplimiento de los tiempos de atención definidos por los SLAs y KPIs establecidos
• Analizar, documentar y gestionar incidentes y requerimientos mediante consultas SQL, validación de información y seguimiento continuo a los casos reportados
• Coordinar y mantener una comunicación efectiva con clientes y equipos internos, asegurando una atención de calidad, adaptación al cambio y trabajo en equipo en entornos dinámicos y bajo esquema de turnos

Support Engineer jobs in Colombia

See all jobs on JobTailor