Junior Support Engineer
New
Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, South Georgia and the South Sandwich Islands, Suriname, Uruguay, VenezuelaContractJunior
Salary12,000 - 18,000 USD per year
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Job Details
- Experience
- 1-2 years
- Required Skills
- SalesforceJiraDocumentationTroubleshootingTechnical support
Requirements
- 1-2 years of experience in a technical support, helpdesk, or customer-facing technical role
- Comfortable working with software tools, ticketing systems (e.g., Salesforce, Jira, Freshdesk), and basic troubleshooting workflows
- Strong written communication skills with a clear, professional tone
- High attention to detail, especially when documenting issues and managing multiple tickets simultaneously
- Ability to prioritize and stay organized in a fast-moving queue environment
- Familiarity with basic software development or IT concepts (command line, logs, environment configs, etc.)
- Self-directed and reliable, especially in a remote/async work environment
Responsibilities
- Review and categorize incoming support tickets, assess priority and severity, and route them to the appropriate team member or queue.
- Send timely, clear, and professional initial responses to customers, acknowledging their issue and setting expectations on next steps.
- Monitor the support queue throughout the day to ensure tickets are moving forward and nothing is stalled or missed.
- Capture detailed notes on each ticket, including steps to reproduce, customer environment details, and any troubleshooting already attempted.
- Identify tickets that require engineering or product involvement and escalate with full context so handoffs are seamless.
- Track open tickets and proactively follow up with customers and internal team members to keep issues moving toward resolution.
- Flag recurring issues or patterns in the queue and surface them to the team to inform documentation or product fixes.
- Help maintain and update internal and customer-facing support documentation based on common questions and resolved tickets.
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