Technical Support Analyst
S
SuperStaffSaaS
Medellín, Antioquia, Colombia. Bogotá, Bogota, Colombia. Cali, Valle del Cauca, Colombia. Barranquilla, Atlantico, Colombia. Bucaramanga, Santander, ColombiaFull-TimeMiddle
Salary4,800,000 COP per month
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Job Details
- Experience
- 2–4 years
- Required Skills
- GCPKibanaAirflowTechnical supportCRMSaaSGitHubDatadog
Requirements
- 2–4 years of experience in a technical support or application support role at a SaaS company.
- Hands-on experience investigating issues across backend and cloud systems.
- Proven ability to translate complex technical issues into actionable next steps.
- Experience investigating logs and debugging distributed systems.
- Familiarity with job flows and file-based integrations.
- Excellent written and verbal communication skills for technical and non-technical stakeholders.
- Familiarity with CRM, ERP, or other data-heavy software environments (preferred).
- Curiosity and ability to dig deep into unfamiliar tools.
Responsibilities
- Partner with customers directly to guide them through technical issue resolution.
- Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
- Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
- Collaborate with Engineering and Product to escalate bugs, file tickets, and write documentation.
- Identify customer trends and usability issues to influence product roadmap fixes.
- Build internal playbooks and recommend process changes to improve ticket resolution.
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