Customer-Obsessed Escalations Engineer - Bogotá

Hire Horatio CX; Bogotá; On-site; COP 52,000,000 - 76,000,000; Full time

Job summary

Hire Horatio CX in Bogotá is seeking a detail-oriented Technical Escalations Specialist to bridge Customer Support, Product, and Engineering. You will be the primary gatekeeper for customer-reported issues, triaging complex challenges, replicating bugs, and drafting developer-ready reports.

This on-site role in Bogotá emphasizes collaboration, rapid issue resolution, and clear communication with Support, Success, and Account Management.

Qualifications

• Advanced English proficiency, both verbal and written.
• 2+ years in Technical Support or related roles.
• Experience with issue-tracking tools (Jira, Linear, GitHub Issues).
• Hands-on with browser developer tools (Network/Console) and logs.
• Ability to translate technical concepts for non-technical stakeholders.
• Experience authoring internal docs or runbooks (preferred).

Responsibilities

• Triage escalations and classify as defects, questions, or feature requests.
• Assess impact and urgency to set priorities.
• Reproduce issues across environments and collect diagnostics.
• Draft actionable bug reports with steps and environment details.
• Coordinate with engineering teams per SLA and advocate for customers.
• Share feedback with Product and keep teams updated on status.
• Own escalation lifecycle metrics and drive process improvements.
• Train Tier 1/2 agents to improve escalation quality.

Skills

Advanced English

Technical Support experience

Issue tracking tools

API usage

Browser DevTools

Cross-functional communication

Tools

Jira

Linear

GitHub Issues

Zendesk

Freshdesk

Salesforce Service Cloud

Postman

cURL

Job description

Hire Horatio CX in Bogotá is seeking a detail-oriented Technical Escalations Specialist to bridge Customer Support, Product, and Engineering. You will be the primary gatekeeper for customer-reported issues, triaging complex challenges, replicating bugs, and drafting developer-ready reports.

This on-site role in Bogotá emphasizes collaboration, rapid issue resolution, and clear communication with Support, Success, and Account Management.