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Technical Support Analyst

2 months, 2 weeks ago
Colombia
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Apache Airflow CRM Datadog ERP GCP GitHub Kibana
Apply Now
Philippine Outsourcing & BPO Call Center Services

Philippine Outsourcing & BPO Call Center Services

SuperStaff is a comprehensive outsourcing solutions provider offering call center services in the Philippines, US, and Colombia. With a focus on reducing costs and increasing productivity, SuperStaff provides multilingual call center support, customer ...

Professional Services
51-250
Founded 2009
View All Jobs 7

Description

  • Partner directly with customers to understand technical challenges and guide them through resolution paths within the application.
  • Investigate escalated technical issues involving app behavior, workflow errors, data integrity, and backend systems.
  • Use tools such as GCP, Datadog, Airflow, GitHub, and Kibana to trace, replicate, and resolve system behavior.
  • Collaborate with Engineering, Product, and Customer Success to escalate bugs, file tickets, and document issues.
  • Serve as the customer’s technical advocate by identifying trends, pain points, and usability issues and surfacing them internally.
  • Build internal playbooks and recommend process improvements to reduce ticket volume and improve first-response resolution.
  • Work closely with the Head of CX and other teams to support the customer experience function.
  • Document technical findings and communication paths to improve internal knowledge sharing and issue handling.

Requirements

  • 2–4 years of experience in a technical support or application support role at a SaaS company.
  • Hands-on experience investigating issues across backend and cloud systems.
  • Demonstrated ability to translate complex technical issues into clear, actionable next steps.
  • Familiarity with CRM, ERP, or other data-heavy software environments (preferred).
  • Comfort debugging distributed systems and understanding job flows and file-based integrations.
  • Ability to explain complex technical concepts clearly to non-technical users in written and verbal communication.
  • Curiosity and a willingness to dig deep into unfamiliar tools and ambiguous problems.
  • Experience using logs and monitoring tools such as GCP, Datadog, Airflow, GitHub, or Kibana (preferred).

Benefits

  • Flexible work-from-home arrangement.
  • Monday through Friday schedule.
  • Competitive salary of 4,800,000.
  • Indefinite contract.
  • Complete Colombian benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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