Customer Support Engineer

TL;DR

Customer Support Engineer (SaaS): Provide technical support for healthcare SaaS solutions with an accent on troubleshooting, ticket management, and customer issue resolution. Focus on developing deep product knowledge, collaborating with engineering and product teams, and ensuring high first-call resolution rates under high ticket volumes.

Location: Remote from Latin America only (must be located in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay)

Company

Healthcare SaaS company using machine learning and generative AI to help hospitals improve patient care and operations.

What you will do

• Develop deep understanding of hirify.global products to identify support opportunities
• Troubleshoot software issues, resolve Zendesk tickets, and escalate complex problems
• Manage high-volume ticket queues to minimize response times and maximize resolutions
• Collaborate with Client Success, Engineering, Product, and Analytics teams
• Engage customers for feedback and ensure seamless user experiences
• Stay updated on product knowledge to improve support quality

Requirements

• 2+ years in customer support
• Must be located in specified Latin American countries
• Strong communication and collaboration skills across teams
• SQL fundamentals (queries, joins, filtering, basic analysis)
• Proven experience managing high-volume tickets
• Proficiency in software troubleshooting and tools like Zendesk, JIRA
• Experience with issue escalation to engineering

Nice to have

• Experience with Datadog logs and advanced SQL
• Background in healthcare