L1 Support Engineer (Bridge) Colombia, Remote

Location: Remote within Colombia; shifts run 8am–4pm COT (Colombia Time).

Company

hirify.global provides Bridge and related learning technology products for end users, learning management system administrators, and corporate clients.

What you will do

• Handle support tickets from administrators, faculty, staff, and end users through a web-based ticketing system, phone, and live chat.
• Validate reported issues, answer how-to questions, and resolve issues that can be fixed through the Bridge user interface.
• Replicate, troubleshoot, and describe simple bugs while maintaining clear and complete ticket records.
• Escalate issues beyond L1 resolution to L2 Support and maintain communication throughout the process.
• Create support-process documentation when assigned and provide timely, professional updates to users.

Requirements

• High school diploma.
• Strong technical, troubleshooting, analytical, critical-thinking, and problem-solving skills.
• Strong written and verbal communication skills and the ability to handle clients professionally.
• Ability to work independently in a self-directed, fast-paced, agile environment.
• Ability to work remotely from Colombia, manage tasks and priorities, sit for extended periods, and collaborate in a remote environment.

Nice to have

• Ability to think quickly, communicate positively when sharing bad news, work proactively, and embrace change.

Culture & Benefits

• Full-time remote work within Colombia.
• Work involves collaboration with users, clients, and Tier 2 Support in a remote environment.
• Regular working hours are 8am–4pm COT.
• hirify.global is an equal opportunity employer committed to diversity and inclusion.