Product Support Specialist (LATAM)

Location: Remote from Bogotá, Brasília, Florianópolis, Lima, Mexico City, San José, San Salvador, or Santo Domingo

Salary: $1,500–$1,589 per month

Company

AI-powered event technology platform that helps organizers create engaging in-person and hybrid events and build meaningful connections.

What you will do

• Communicate with customers through Intercom, video calls, and webinars.
• Own customer issues from initial contact through resolution or escalation to the appropriate subject-matter expert.
• Build comprehensive knowledge of the platform, its capabilities, user types, and plans.
• Work with the Customer Success and Product teams to improve customer experience, reliability, usability, and performance.
• Identify product issues, synthesize customer feedback, and provide informed input on potential solutions.
• Identify Help Center content gaps and document product knowledge.

Requirements

• 1–2 years of technical support experience in a troubleshooting environment.
• Solid understanding of technology fundamentals and modern tools such as Slack, Notion, Intercom, JIRA, and Gainsight.
• Understanding of web technologies and concepts including HTML, CSS, JavaScript, and APIs.
• Ability to troubleshoot baseline topics, research answers, and solve problems independently.
• Strong customer focus, communication, empathy, critical thinking, and adaptability.
• Experience working with KPIs, metrics, or quotas.

Culture & Benefits

• Remote-first environment with an international team representing more than 40 nationalities.
• Feedback-driven, supportive, curious, and ownership-oriented culture.
• Paid time off, health insurance contribution coverage, and mental health initiatives.
• Work-from-home equipment contribution and co-working space budget.
• Learning budget and in-person social gatherings.

Hiring process

• Recruiter screening interview.
• Remote skills exercise followed by manager and leadership reviews.
• Reference check and offer.