Customer Support (SaaS)

Userpilot; Colombia; Presencial; COP 30.000.000 - 42.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training opportunities

Industry events

Career progression

Performance bonuses

Descripción de la vacante

Userpilot in Colombia is seeking an experienced Customer Support (SaaS) specialist to be the voice of our customers and drive positive change. You will work closely with customers daily, diagnosing issues across our SDKs, APIs, and integrations, and delivering practical workarounds.

You will answer inquiries with deep product knowledge, document solutions, and contribute to process improvements. The role requires at least 1 year in technical support, a CS/IT degree, and strong English skills.

Formación

• Minimum 1 year experience as a Technical Support Engineer.
• Degree in Computer Science, Information Technology, or similar technical discipline.
• Excellent English speaking, writing and reading comprehension.
• Creative and critical thinking to deliver workarounds.
• Strong knowledge of modern web tech and debugging tools (HTML/CSS/JS, HTTP/REST, JSON, Web DevTools).
• Empathy, clear communication, and ownership.

Responsabilidades

• Diagnose and resolve implementation issues across SDKs, APIs, and integrations.
• Craft pragmatic solutions by understanding customer use cases and tooling.
• Answer inquiries with deep product knowledge, explain behaviors and best practices.
• Escalate with context, impact, and next steps to drive resolution.
• Contribute to documentation and suggest process improvements.

Conocimientos

Technical support

English proficiency

Creative thinking

Web tech fundamentals

Debugging tools

Empathy and ownership

Educación

CS/IT degree

Descripción del empleo

Userpilot is a leading product engagement and analytics software used by 1,200+ companies worldwide. Our pioneering event-based tracking solution gives product teams the ability to gain insights into how to best acquire, convert, and retain their users with the additional help of user engagement and feedback tools.

About the Job:

Userpilot, a leading B2B SaaS Product Growth Platform, is seeking an experienced Customer Support (SaaS) to join their growing team. You will be the voice of our customers and the main driver of change. You’ll be working closely with customers and interacting with them daily.

Key Responsibilities:

• Diagnose and resolve implementation issues across Userpilot SDKs, APIs, and integrations.
• Craft pragmatic solutions by understanding customer use cases and leveraging Userpilot’s toolset to achieve desirable outcomes.
• Answer customer inquiries using your deep product knowledge. Explain behaviors clearly and recommend best practices.
• Escalate thoughtfully when needed, summarizing the context, impact, and next steps to the appropriate team to drive a timely resolution.
• Contribute to documentation and offer suggestions for process improvements.

Required Skills & Experience:

• A minimum of 1 year of experience as a Technical Support Engineer.
• A degree in Computer Science, Information Technology, or similar technical disciplines.
• Excellent English speaking, writing, and reading comprehension.
• Creative and critical thinking to deliver effective workarounds while continuously learning and adapting to new problems.
• Great knowledge of modern web technology fundamentals and debugging tools (HTML/CSS/JS, HTTP/REST, client-side apps,JSON, client-server concepts, Web DevTools).
• Ability to demonstrate empathy, clear communication, and strong ownership.

Bonus Points:

• Experience with data analytics tools.
• Development experience of web applications.
• Competitive base salary and attractive performance bonuses
• Training opportunities, participation in industry events, and conferences
• Excellent opportunities for career progression