Support Specialist
A
AescapeRobotics and AI
This role is fully remote in Mexico City or Guadalajara., Late night / overnight shifts, including weekendsFull-TimeEntry
Salary$36,000 MXN to $43,000 MXN /month commensurate with experience plus discretionary annual bonus.
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Job Details
- Experience
- 1+ years
- Required Skills
- Data AnalysisDocumentationCustomer support
Requirements
- 1+ years of customer support experience across ticketing systems, phone, and chat.
- Ability to work in late night / overnight shifts, including weekends.
- Comfort learning and using command-line or script-based tools.
- Experience collaborating across teams and sharing data/insights from customer behavior.
- Demonstrated enthusiasm for becoming a product expert.
- Proactive approach to referencing and expanding knowledge base documentation.
Responsibilities
- Act as a trusted point of contact for customer inquiries via ticketing system, phone calls, and chat.
- Develop expert-level knowledge of the Aescape recovery experience, including all customer-facing applications and platforms.
- Maintain and expand the company knowledge base documentation.
- Analyze and share customer interaction data to inform business decisions across Product, Engineering, Partnerships, Marketing, and Reliability teams.
- Diagnose and resolve unit issues in the field using internal tooling and guided workflows.
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