TL;DR

Technical Support Engineer (Customer Support): Providing advanced technical support and issue resolution for SaaS software used in customer contact centers with an accent on troubleshooting complex multi-platform environments and communication with non-technical audiences. Focus on analyzing logs, APIs, network protocols, and mentoring colleagues while ensuring SLA compliance and customer satisfaction.

Location: Hybrid model with 2 days per week onsite in Medellin, Colombia

Company

%hirify_global% is a global market leader in AI, cloud, and digital software solutions, serving over 25,000 businesses including 85 of the Fortune 100 corporations.

What you will do

Provide advanced technical support using tools to analyze logs, traces, APIs, and network captures.
Drive case resolution with ownership and ensure SLA targets are met.
Communicate technical concepts clearly to non-technical stakeholders.
Mentor colleagues and contribute to internal knowledge bases.
Identify recurring issues and propose automation or process improvements.
Collaborate across engineering, product, and operations teams.

Requirements

Location: Must be based in Medellin, Colombia with hybrid work (2 days onsite)
Bachelor’s degree or equivalent experience in Computer Science, Networking, or related fields.
5+ years in technical customer service and 3+ years with SaaS technologies and databases.
Strong knowledge of network protocols (SIP, H323, TCP/IP) and VoIP technologies.
Excellent communication skills with ability to handle escalated customer issues.
Experience with support ticketing systems like Salesforce, Jira, or ServiceNow.

%hirify_global% to have

Experience with cloud platforms such as AWS.
Familiarity with APIs (REST/GraphQL) and debugging tools like Postman.
Basic scripting skills in Python, Bash, or PowerShell for automation.
Experience with monitoring and logging tools like CloudWatch.

Culture & Benefits

Hybrid work model with flexibility and focus on collaboration.
Fast-paced, innovative, and supportive global environment.
Opportunities for career growth across multiple roles and domains.
Emphasis on teamwork, emotional intelligence, and resilience.