Remote SaaS Tech Support Specialist for Government

SOLVO S.A.S; Medellín; Remote; COP 75,942,000 - 132,899,000; Full time

Job summary

SOLVO S.A.S is seeking a Technical Support Specialist to provide technical support for a SaaS platform used by local governments and municipalities. The role is 100% remote with Advanced English (C1) and a Monday–Friday schedule aligned to ET hours.

Responsibilities include incident management, ticket documentation, issue resolution, SQL/HTML-based validations, and collaboration with Product and Engineering teams. Prior experience in SaaS support and strong communication are essential.

Qualifications

• At least 1 year of experience in technical support, Service Desk, or customer support roles.
• Experience providing support for SaaS products.
• Proficiency with tools such as HubSpot, Zendesk, ServiceNow, Salesforce, or similar platforms.
• Knowledge of SQL and databases.
• Knowledge of HTML.
• Experience in ticket management and documentation.
• Strong analytical skills and a problem-solving mindset.
• Advanced English proficiency.
• Excellent communication and customer service skills.

Responsibilities

• Provide technical support via phone, chat, email, and web.
• Manage and document tickets and incidents within support platforms.
• Investigate, diagnose, and resolve technical issues.
• Perform troubleshooting and root cause analysis.
• Maintain up-to-date records and track the status of cases.
• Assist with configurations and validations using SQL and HTML.
• Collaborate with Product and Engineering teams to resolve incidents.
• Participate in training sessions regarding internal technologies.

Skills

Analytical skills

Problem-solving mindset

Excellent communication

Customer service

Advanced English

Education

University degree or equivalent

Tools

HubSpot

Zendesk

ServiceNow

Salesforce

SQL

HTML

Job description

SOLVO S.A.S is seeking a Technical Support Specialist to provide technical support for a SaaS platform used by local governments and municipalities. The role is 100% remote with Advanced English (C1) and a Monday–Friday schedule aligned to ET hours.

Responsibilities include incident management, ticket documentation, issue resolution, SQL/HTML-based validations, and collaboration with Product and Engineering teams. Prior experience in SaaS support and strong communication are essential.