Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing expert technical support for web hosting products via live chat and tickets with an accent on troubleshooting DNS, domains, and server configurations. Focus on simplifying complex technical issues for customers and improving AI-powered support tools.

Location: Must be based in Latin America

Company

Global web hosting provider helping millions of users launch their online presence via an intuitive suite of tools.

What you will do

• Provide expert technical support for products via live chat and tickets, exceeding customer expectations.
• Translate complex technical issues into actionable steps for users of all expertise levels.
• Collaborate on initiatives to enhance the customer experience based on evolving needs.
• Help train and optimize the Kodee AI Assistant for faster and clearer support.
• Maintain up-to-date knowledge of web hosting technologies, services, and product features.

Requirements

• English: C1 or Native (written and spoken) required.
• Experience in customer support within tech or SaaS environments, specifically using live chat.
• Strong understanding of web hosting fundamentals, including DNS, domains, emails, and control panels.
• Must be based in Latin America.
• Ability to work in rotation-based schedules, including some weekend shifts.

Nice to have

• Advanced knowledge of server management and performance optimization.
• Familiarity with WordPress, hPanel, cPanel, and domain management systems.
• Experience contributing to the improvement of AI-powered systems.

Culture & Benefits

• Structured 3–5 week onboarding phase to ensure product and workflow mastery.
• Access to professional development resources, including Reforge and Scribd.
• 100% remote work with a potential home office support allowance.
• Flexible service timelines discussed and agreed upon in advance.
• Well-being focus with agreed suspension days for rest and recovery.