Remote SaaS Platform Support Engineer

Gramian Consulting Group; La Pampa; Remote; ARS 53,009,000 - 78,757,000; Full time

Job summary

Gramian Consulting Group is seeking a Technical Support Representative for a 100% remote role in the SaaS industry. You will assist construction permitting customers in the U.S.

from Latin America, guiding them through platform usage, troubleshooting, and onboarding. The ideal candidate should have at least 2 years of customer-facing or technical support experience, strong analytical skills, and a proven ability to explain technical concepts clearly to diverse users.

Qualifications

• Minimum 2 years in customer service or technical support, preferably phone-based.
• Fluency in English, both spoken and written, is required.
• Experience supporting SaaS platforms, CRM systems, or related tools.
• Experience delivering live platform demonstrations or training sessions is valued.
• Strong analytical and problem-solving abilities with root-cause thinking.
• Excellent attention to detail and ability to manage information accurately.
• Proactive with a strong sense of ownership in resolving issues.

Responsibilities

• Handle inbound calls and provide professional, timely support with a solutions mindset.
• Troubleshoot platform functionality, account setup, document uploads, and filings.
• Guide customers through platform features, workflows, and usage steps.
• Conduct platform demonstrations and walkthroughs to illustrate key features.
• Analyze issues, identify root causes, and determine best action path.
• Own customer issues from first contact to resolution, escalating when needed.
• Follow up to ensure solutions are working and customer satisfaction is maintained.

Skills

Analytical thinking

Problem solving

Strong communication

Attention to detail

Ownership & accountability

Excel proficiency

English fluency

Tools

GoHighLevel

HubSpot

Job description

Gramian Consulting Group is seeking a Technical Support Representative for a 100% remote role in the SaaS industry. You will assist construction permitting customers in the U.S.

from Latin America, guiding them through platform usage, troubleshooting, and onboarding. The ideal candidate should have at least 2 years of customer-facing or technical support experience, strong analytical skills, and a proven ability to explain technical concepts clearly to diverse users.