Remote SaaS Support Engineer – L1 (Genesys)

Smartrecruiters, Inc.; La Pampa; A distancia; ARS 90.873.000 - 136.310.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote role

Flexible scheduling

Structured onboarding and training

Career growth opportunities

Supportive team culture

Descripción de la vacante

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders to deliver secure customer and technical support worldwide. We invite you to join as a Technical Support Engineer, working remotely from anywhere and collaborating with a multicultural team to troubleshoot and resolve complex platform issues.

You will analyze backend systems, reproduce bugs, and guide customers through workflows while maintaining runbooks and knowledge bases.

Formación

• Excellent English skills (C1 or higher) for spoken and written communication.
• Experience in Technical Support, SRE, or Engineering with troubleshooting and code-reading skills.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production-scale relational databases.
• Familiarity with AWS and logs, services, and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and ability to document findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify escalation needs to Engineering.
• Proactive attitude with reliable home setup.

Responsabilidades

• Handle inbound customer calls and provide professional, timely, and solution-oriented support.
• Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
• Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
• Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
• Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
• Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
• Follow up with customers to confirm that solutions are working and ensure a positive support experience.
• Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.
• Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
• Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.

Conocimientos

Technical support

SRE/Engineering

Customer-facing

SQL skills

AWS

Sentry

Grafana

English proficiency

Documentation

Analytical thinking

Descripción del empleo

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders to deliver secure customer and technical support worldwide. We invite you to join as a Technical Support Engineer, working remotely from anywhere and collaborating with a multicultural team to troubleshoot and resolve complex platform issues.

You will analyze backend systems, reproduce bugs, and guide customers through workflows while maintaining runbooks and knowledge bases.