Senior Support Specialist

We are looking for a technical support professional with solid experience in high-demand environments to manage a high volume of tickets (approximately 1,600 cases per year) while maintaining high standards of quality and customer satisfaction.

Requirements

• 3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3)
• Proven track record in high-volume ticket environments (minimum 1,000 cases/year)
• University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience)
• Proficiency with ticketing tools: Zendesk, Jira Service Management, or similar
• Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (Datadog)
• Familiarity with relational databases (basic SQL for diagnostic queries)
• Experience with SaaS platforms and enterprise software architectures
• Ability to make decisions under pressure with incomplete information
• Logical and structured thinking for diagnosing and resolving complex problems
• Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable)
• Autonomy and proactivity: the ability to manage one's own workload without constant supervision
• Customer focus with an emphasis on definitive resolution, not quick patches
• Resilience and composure in high-stakes, incident-driven scenarios, including demand peaks and critical outages

Benefits

• Opportunity for growth into Integrations, Engineering, Operations, or Team Lead roles