Remote IT Support Engineer – SaaS Platform & Imaging

Ryzlabs; Santa Fe Capital; Remote; ARS 45,437,000 - 81,786,000; Full time

Benefits offered by this job

Remote work

Job summary

Assurant is seeking a Technical Support Representative for a 100% remote SaaS role. The ideal candidate will handle inbound calls, troubleshoot platform issues, guide customers through workflows, and maintain accurate CRM documentation.

The role requires at least 2 years in customer service or technical support, full professional fluency in English, and experience with SaaS platforms. Remote work, flexible scheduling, onboarding and training provided.

Qualifications

• 2+ years of experience in a technical support or help desk role.
• Strong analytical and troubleshooting skills.
• Experience administering and supporting Microsoft 365 services.
• Experience with identity and access management solutions (e.g., Active Directory, Okta).
• Knowledge of DNS, DHCP, and networking fundamentals.
• Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
• Familiarity with endpoint management solutions such as Microsoft Intune.
• Knowledge of ITSM concepts and processes.
• Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
• Strong customer service orientation and commitment to delivering a positive end-user experience.
• Excellent written, verbal, and interpersonal communication skills in Spanish and English.
• Ability to collaborate across technical and business teams.
• Demonstrated accountability, organization, and attention to detail.

Responsibilities

• Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
• Troubleshoot, diagnose, and resolve routine technical incidents affecting end users and business operations.
• Respond to requests for support, installation, configuration, relocation, and removal of hardware and software.
• Own and track incidents and service requests through resolution, ensuring compliance with SLAs.
• Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
• Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to IT teams.
• Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
• Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle.

Skills

Analytical skills

Troubleshooting

Microsoft 365

Identity & access management

DNS/DHCP networking

Cybersecurity basics

Microsoft Intune

ITSM concepts

SLA management

Customer service

Bilingual: EN/ES

Cross-functional collaboration

Accountability

Education

Associate's or Bachelor's Degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

Freshservice

Ivanti

ManageEngine

Power Automate

Power Apps

GoHighLevel

HubSpot

Job description

Assurant is seeking a Technical Support Representative for a 100% remote SaaS role. The ideal candidate will handle inbound calls, troubleshoot platform issues, guide customers through workflows, and maintain accurate CRM documentation.

The role requires at least 2 years in customer service or technical support, full professional fluency in English, and experience with SaaS platforms. Remote work, flexible scheduling, onboarding and training provided.