Remote Tier 2 Tech Support Specialist | Weekend Shifts

Hireframe; Comisión de Fomento de Perú; Remote; ARS 68,215,000 - 98,533,000; Full time

Benefits offered by this job

Permanent remote work flexibility

Annual performance bonuses

Dedicated coaches for skill-building

Opportunities for professional growth

Job summary

Hireframe is a remote-first company seeking a Technical Support Specialist to join our Tier 2 support team. You will troubleshoot product issues, guide customers through steps by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed and maintain case records across Zendesk and Jira. Strong communication in Spanish and English is preferred, with 1–2+ years of experience.

Qualifications

• 1–2+ years of customer support experience.
• Phone-friendly and able to follow procedures.
• Spanish/English bilingual preferred.

Responsibilities

• Troubleshoot product issues with customers using procedures and tools.
• Ask diagnostic questions, document findings, and determine next steps.
• Own cases through resolution with timely updates.
• Coordinate with customers, service partners, and internal teams for field visits.
• Escalate complex issues to Engineering with clear summaries.
• Maintain accurate case records in Zendesk, Jira, and other systems.
• Identify gaps and help improve troubleshooting docs and tools.
• Work with Customer Experience, Field, and Engineering as processes evolve.

Skills

Customer support

Phone support

Troubleshooting

Escalation

Bilingual Spanish/English

Tools

Zendesk

Jira

Job description

Hireframe is a remote-first company seeking a Technical Support Specialist to join our Tier 2 support team. You will troubleshoot product issues, guide customers through steps by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed and maintain case records across Zendesk and Jira. Strong communication in Spanish and English is preferred, with 1–2+ years of experience.