Tech Customer Support Specialist

Colombia

Full Time

Experienced

What we’re looking for

We’re looking for a Tech Customer Support Specialist to join a fast-growing SaaS company that helps thousands of businesses worldwide scale smarter with data-driven tools. You’ll become a subject matter expert on the platform, helping users solve technical issues, guiding them through setup, and ensuring they have a seamless experience from onboarding to advanced use.

This role is perfect for someone who’s technically curious, enjoys problem-solving, and thrives on creating great customer experiences.

Responsibilities

• Resolve support tickets by troubleshooting technical issues (API integrations, custom domain setup, general product use) and providing clear solutions.

• Respond to live chats: Answer real-time questions ranging from subscription and onboarding to more advanced product use.

• Host quick support calls: Take scheduled Zoom calls (usually <30 min) to guide customers through specific challenges.

• Document solutions: Create and maintain Knowledge Base articles for both customers and the internal team, helping reduce support volume and empower self-service.

Qualifications

• +3 years in SaaS support or a customer-facing technical role (startup or fast-growth environment a plus).

• Ability to quickly self-learn new software and become a subject matter expert without constant guidance.

• Familiarity with API integrations (especially Zapier and CRMs), and custom domain setup, like creating CNAME records and A records (you don’t need to be an engineer, but you should be comfortable learning the basics).

• Excellent written and verbal communication in English (B2 high or C1).

• Empathy, patience, and a customer-first mindset.

• Bonus: Experience writing documentation, support articles, or training content.

What's in It for You

• Fully remote — work from anywhere.

• USD salary — competitive pay aligned with US market rates.

• Benefits — PTO and other perks depending on the client.

• Work with US-based companies building exciting, impactful products.

• Join collaborative, high-performance teams that value your input and expertise