Support Engineer

• 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

COP 3,479,000 - COP 3,653,000 per month

• 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

Analista de Soporte

• Provide first-line technical support via chat, ticketing systems, calls, and screen sharing
• Troubleshoot, diagnose, and resolve technical issues in a timely manner
• Manage a high volume of support tickets, ensuring SLA compliance
• Reproduce and analyze issues reported by customers
• Escalate complex issues to engineering teams with clear documentation
• Guide customers through product features and troubleshooting steps
• Maintain accurate documentation of support interactions and resolutions
• Continuously learn and stay updated on product features and technical updates

Technical Support Agent

• Owning complex technical escalations end-to-end, coordinating investigations and resolution across multiple teams and system layers
• Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments
• Working through ambiguous, previously undocumented, or pre-runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation
• Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high-impact investigations
• Writing high-quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows
• Participating in on-call rotations, including occasional nights, weekends, and select holidays as needed

Product Support Engineer

• Deliver outstanding technical support via emails and chats
• 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
• Communicate with developers and cross-functional specialists

Technical Support Consultant, VPS & Trading

• Investigar, replicar y validar errores técnicos reportados, utilizando herramientas de análisis y entornos de prueba.
• Administrar el flujo de tickets asegurando tiempos de respuesta óptimos y una comunicación técnica impecable.
• Colaborar estrechamente con los equipos de Desarrollo e Infraestructura para el escalamiento efectivo de bugs complejos.
• Liderar sesiones de troubleshooting en conjunto con el cliente para identificar cuellos de botella y asegurar el éxito de la integración.
• Crear y mantener guías técnicas que ayuden a prevenir la recurrencia de incidentes conocidos.

Customer Support Engineer

• Provide Level 2 technical support for CSG products in production, resolving technical issues and error conditions reported by customers and internal stakeholders in line with SLAs and OLAs.
• Monitor, triage, and work incident and service request queues in the CSG support tools, ensuring tickets are accurately updated with investigation details, status, and resolution notes at all times.
• Analyze application, database, and interface behavior using SQL queries, logs, and standard Unix/Linux utilities to determine root cause and recommend or execute corrective actions under guidance from senior staff where needed.
• Execute standard operational tasks and runbooks (job restarts, configuration changes, health checks, basic deployments or turnovers) following approved procedures and change-management controls.
• Collaborate with Level 3/L4 (Development and Product) teams on complex issues, providing clear problem descriptions, supporting data, and test results, and tracking follow‑up actions to closure.
• Maintain a high level of customer satisfaction through professional communication, proactive follow‑up, and timely updates during incident lifecycle and post‑incident reviews.
• Contribute to knowledge management by creating and updating technical documentation, troubleshooting guides, and standard operating procedures for recurring issues and routine tasks.
• Assist in implementing minor configuration changes and enhancements in test and production environments, coordinating with business and technical teams to validate and promote changes safely.
• Participate in shift work, on‑call rotations, and after‑hours/weekend/public-holiday support to provide 24x7 coverage as required by customer contracts.
• When applicable, support customer reporting and basic data analysis, creating or running standard reports to help customers understand system behavior and metrics.

Technical Support Analyst

• Provide **Level 1 technical support** via ticketing system, phone, and remote sessions.
• Troubleshoot and resolve issues related to:
• - Microsoft 365 administration (**Exchange, Teams, SharePoint, OneDrive**)
• - **Intune** device management and endpoint compliance
• - **Windows and macOS** operating systems
• - **Unifi networking** (gateways, switches, access points)
• - **Basic networking** (VLANs, VPNs, IP configuration)
• - **Active Directory**
• - **Virtualization** (Hyper-V or VMware)
• - **Google Workspace administration**
• Support collaboration tools such as:
• - Microsoft Teams
• - Zoom
• - Slack
• Manage **user onboarding and offboarding**, including:
• - MFA / Conditional Access setup
• - Device enrollment
• Escalate complex issues to **internal senior technicians or local field technicians** when necessary.
• Monitor alerts via:
• - **Intune**
• - **Microsoft Defender**
• - **UniFi dashboards**
• Apply patches and updates through:
• - **Intune**
• - **Windows Update for Business (WUfB)**
• Ensure device and network security alignment with:
• - **CIS benchmarks**
• - Applicable **compliance frameworks**
• Document incidents, resolutions, and preventive recommendations in internal systems.
• Maintain documentation in **Hudu** and per-client compliance systems, including:
• - SSPs
• - CRMs
• - Policy repositories
• Adhere to **HIPAA and CMMC data security protocols** and company confidentiality requirements.
• Support **data backup and disaster recovery operations** using:
• - **Veeam**
• - **Acronis**
• Document customer IT environments, including:
• - Network diagrams
• - Asset inventories
• - Configuration notes
• Create **internal knowledge base (KB) articles** for recurring issues and solutions.

IT Support Technician, L1

• Deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively
• Manage tasks to troubleshoot and resolve customer’s technical issues
• Work with various support / any NICE department (services, R&D…) and customers around the globe for end-to-end resolution of issues
• Maintain high customer satisfaction throughout the entire problem resolution process
• Conduct thorough and detailed troubleshooting to provide quality support
• Availability during off-hours as per shift rotations
• Document all interactions related to services requests (SRs) in NICE Support System
• Participate in early installations and collect customer feedback
• Travel to customer sites when required

Associate – Technical Support Engineer

• 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

• Brindar soporte técnico integral a usuarios, realizando configuración de sistemas operativos, mantenimiento de equipos y solución de incidentes ofimáticos.
• Administrar y dar seguimiento a tickets de servicio mediante herramientas como Jira y Zammad, garantizando tiempos de respuesta y calidad en la atención.
• Gestionar infraestructura tecnológica básica, incluyendo redes LAN/WLAN, respaldos de información, antivirus y actualización de software y hardware.

Analista de Soporte e Infraestructura

• Proporcionar asistencia a los usuarios de la organización
• Diagnóstico y reparación de hardware de PC, notebooks y periféricos
• Instalación, configuración y mantenimiento de cámaras de seguridad (CCTV/IP)
• Configuración de VPNs para trabajo remoto

Tech Support Analyst

• Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
• Assess the nature of product or service issues and resolve a variety of complex support problems.
• Log customer interactions and tag/categorize issues accordingly.
• Resolve a monthly volume of tickets consistent.
• Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
• Identify ways to improve existing processes and procedures.
• Mentor newer members of the Customer Support team with customer issues.
• Contribute content to knowledge base to support team and customer enablement.
• Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed.
• Incident report and On Call.

Technical Support Expert 2

• Desarrollar y liderar el modelo analítico del equipo comercial, apalancado en analítica avanzada de datos.
• Brindar soporte analítico a la dirección comercial asignada.
• Acompañar procesos de construcción de casos de negocio.
• Contribuir a la mejora continua de procesos y eficiencias del equipo de Analítica Comercial.
• Validar y alinear fuentes de información, datos maestros y bases de datos de clientes.
• Capacitar al equipo comercial en el uso de herramientas de información.

Sales Support Analyst

• Work in rotational shifts to provide 24/7 support to customers
• Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system
• Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts.
• Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and Spamexperts
• Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers
• Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services
• Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement
• Actively learning, on your own and with the team, about our products, technologies, and tools
• Taking care of abuse request and enduser queue

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Support Engineer, Inglés C1

Technical Support Agent – Smart Home Technology

Technical Support Consultant, Fluent English

Technical Support Specialist

Technical Support Representative II

Technical Support Representative

Analista de Soporte

Technical Support Agent

Product Support Engineer

Technical Support Consultant, VPS & Trading

Customer Support Engineer

Technical Support Analyst

IT Support Technician, L1

Associate – Technical Support Engineer

Technical Support Specialist

Analista de Soporte e Infraestructura

Tech Support Analyst

Technical Support Expert 2

Sales Support Analyst

1st Line Support Engineer – Shifts: including nights & weekends