Tech Support Engineer - Hybrid Medellin

Medellín, Antioquia
Permanente
Tiempo completo

Hace 16 días

Descripción :About the RoleWe are looking for a Support Engineering Specialist to join our Global Technical Support organization. This role is focused on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. You will maintain full ownership of your cases-driving resolution directly or coordinating with senior specialists and internal teams when deeper technical involvement is required. Success in this role means taking clear accountability for your casework, communicating proactively with customers, and ensuring issues are resolved efficiently and thoroughly. You'll bring technical depth, attention to detail, and a structured approach to every interaction.Impact you will make in the role:

Serve as the primary technical point of contact for support cases, ensuring timely triage, investigation, and resolution
Lead the case lifecycle from initial intake through closure, escalating thoughtfully when advanced expertise or system-level debugging is needed
Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with clear, replicable steps
Deliver consistent communication and updates to customers throughout the resolution process
Document case findings thoroughly, contributing to internal knowledge and process improvements
Identify common support patterns and collaborate with peers and leaders to drive case deflection and support optimization
Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy culture of ownership, rigor, and delivery.

Requisitos mínimos :What you will bring

2-4 years of experience in technical support, systems support, or application support engineering
Working knowledge of PHP or any Backend Comparable Server-Side Language and SQL, including the ability to debug and interpret code and queries
Ability to read and understand JavaScript in a support and troubleshooting context
Comfort with Linux-based systems and ability to operate in command-line environments
Understanding of the LAMP stack (Linux, Apache, MySQL, PHP) and web application fundamentals
Familiarity with REST and SOAP APIs, browser developer tools, and interpreting logs
Experience supporting CRM platforms (SugarCRM strongly preferred)
Strong communication skills and customer-first mindset
Proven ability to manage a support workload with ownership, structure, and attention to detail
Language: Good English skills. B2+ or higher is preferred.

Preferred

Experience supporting SaaS applications in a fast-paced, technically complex environment
with support and workflow platforms like HubSpot, Salesforce
Prior work involving CRM customization, configuration, or integration
SugarCRM certification or relevant technical credentials
Demonstrated ability to contribute to internal documentation and case deflection strategies
Experience with Oracle, Microsoft SQL Server (MsSQL), and Microsoft IIS

Perks:Schedule: Monday to Friday 8am to 5pm, Hybrid PositionLocation: Hybrid Position Medellín, 3 days from office 2 from home (Hybrid Position)Salary: $10,000,000 COPContract Type: Indefinite Term Contract.Competencias :

Results Oriented
Sense of Urgency
Detail Oriented

Bizneo

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