Remote Technical Support & Customer Success Specialist

PAXAFE; Colombia; Remote; COP 60.000.000 - 80.000.000; Vollzeit

Zusammenfassung

PAXAFE is seeking a remote Customer Support Engineer based in Colombia to manage the support queue end to end. You will diagnose, resolve, escalate, and close tickets, often involving configuration, access, and data questions. You’ll work with engineers to fix issues, train users, and write helpful articles for recurring questions.

You’ll report to the Head of Solutions & Customer Success and collaborate with the engineering and product teams. Fluent English and strong data skills are essential.

Qualifikationen

• 3+ years in technical support, customer support engineering, or customer success for software/IoT/logistics tech.
• Fluent professional English, written and spoken, including on technical calls with US/Europe customers.
• Clear, precise writing for regulated environments with accurate updates.
• Comfort reading JSON payloads and tracing records without SQL.

Aufgaben

• Handle the support queue end to end: diagnose, resolve, escalate, and close tickets.
• Collaborate with engineers to fix bugs and document steps with examples.
• Assist with device/shipment changes and access updates for customers.
• Investigate data questions from data intake to customer view in the platform.
• Join calls with customers, partners, and internal teams; keep tickets current and follow up.

Kenntnisse

English fluency

Clear writing

Data literacy

Organized / persistent

Tools

Zendesk

Jira

Intercom

Pylon

Linear

Jobbeschreibung

PAXAFE is seeking a remote Customer Support Engineer based in Colombia to manage the support queue end to end. You will diagnose, resolve, escalate, and close tickets, often involving configuration, access, and data questions. You’ll work with engineers to fix issues, train users, and write helpful articles for recurring questions.

You’ll report to the Head of Solutions & Customer Success and collaborate with the engineering and product teams. Fluent English and strong data skills are essential.