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Technical Support Agent

7 hours, 11 minutes ago
Guatemala
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
AWS CRM GCP JIRA Machine Learning NLP
Apply Now
Distro

Distro

DISTRO is a global platform for companies to interview and hire candidates for full-time roles efficiently.

Internet Software & Services
11-50
View All Jobs 40

Description

  • 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 while meeting SLA requirements.
  • Reproduce and analyze customer-reported issues.
  • 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 product features and technical updates.

Requirements

  • 3–4 years of experience in Technical Support or IT Support roles.
  • Strong experience supporting SaaS or cloud-based platforms such as AWS, GCP, or similar.
  • Hands-on experience with ticketing tools such as Zendesk, Jira, or similar.
  • Experience working with third-party integrations, including CRMs, external systems, or APIs.
  • Excellent written and spoken English at C1 level or higher.
  • Strong problem-solving and troubleshooting skills.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Experience working in distributed or remote teams.
  • Experience supporting AI, NLP, or Machine Learning-based platforms is preferred.
  • Previous experience working with US-based companies is preferred.
  • Familiarity with customer support best practices and SLAs is preferred.
  • Experience in startup environments is preferred.

Benefits

  • $100–$200 per month compensation.
  • Opportunity to work with cutting-edge AI technology.
  • Exposure to a fast-growing startup environment.
  • Career growth and learning opportunities in tech support and SaaS.
  • Collaborative and international team.
  • Remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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