Technical Support Engineer (Tier 1)

To serve as the frontline for all incoming client support requests, providing timely and accurate resolutions for known issues. The primary goal of this role is to deliver a consistent and positive client experience by efficiently managing administrative requests and following established procedures, ensuring more complex issues are properly escalated.

Key Responsibilities:

• First Point of Contact: Acknowledge, prioritize, and manage all incoming support tickets within Jira Service Desk in accordance with service level agreements (SLAs).
• Standard Request Fulfillment: Handle routine administrative and configuration requests, such as updating user permissions, IP addresses, and site configurations, using documented procedures.
• Procedural Resolution: Follow established runbooks and knowledge base articles to resolve common, well-understood technical issues.
• Ticket Triage & Escalation: Accurately identify issues that fall outside of documented procedures and escalate them to the Tier 2 team with clear, detailed notes.
• Knowledge Base Contribution: Assist in maintaining and updating support documentation to ensure accuracy and clarity for the team.

Requirements

• 1-2 years of experience in a technical support, help desk, or IT support role.

• Direct experience using a ticketing system (Jira Service Desk is a strong plus).
• Meticulous attention to detail and a proven ability to follow complex procedures accurately.
• Excellent written communication skills in English, with the ability to convey information clearly and professionally.
• A client-centric mindset focused on efficiency and providing a positive support experience.
• Must be located within LATAM.

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!