Remote SaaS Tech Support Specialist (TMS & Cloud)

Descartes Systems Group; Colombia; A distancia; COP 42.000.000 - 66.000.000; Jornada completa

Descripción de la vacante

Descartes Systems Group is a fully remote opportunity based in Colombia, serving a global customer base with cloud-based TMS platform support. The role focuses on diagnosing issues, managing customer cases end-to-end, and collaborating with cross-functional teams to resolve escalations.

Applicants should have a STEM degree and 3–5 years in cloud/SaaS technical support, plus excellent English skills and strong analytical abilities. Remote with after-hours support may be required.

Formación

• Bachelor's degree in a STEM field (e.g., Computer Science, IT, Engineering)
• 3–5 years of technical support or troubleshooting in Cloud/SaaS
• Excellent written and spoken English (C1 level preferred) for global enterprise support
• Strong analytical, troubleshooting, and problem-solving skills
• Customer-focused with clear communication of technical issues
• Ability to work independently, manage priorities, and learn complex tech quickly

Responsabilidades

• Diagnose and troubleshoot complex issues across our cloud-based TMS platform.
• Manage cases through resolution with clear, timely communication to global customers.
• Collaborate with Product, Engineering, and Hosting to investigate escalations and root causes.
• Document solutions and contribute to the knowledge base to improve support efficiency.
• Build product expertise by staying current on platform capabilities, integrations, and releases.
• Support critical incidents, including occasional after-hours work when required.

Conocimientos

Bachelor's degree in STEM

Cloud/SaaS support

English proficiency (C1)

Analytical/problem-solving

Customer-focused

Independent work

Educación

Bachelors in STEM / Engineering / Computer Science

Herramientas

SQL

Java

JSON

XML

APIs

Software integrations

Descripción del empleo

Descartes Systems Group is a fully remote opportunity based in Colombia, serving a global customer base with cloud-based TMS platform support. The role focuses on diagnosing issues, managing customer cases end-to-end, and collaborating with cross-functional teams to resolve escalations.

Applicants should have a STEM degree and 3–5 years in cloud/SaaS technical support, plus excellent English skills and strong analytical abilities. Remote with after-hours support may be required.