Remote Tier-2 Technical Support Specialist — Troubleshoot & Escalate

Hireframe; Colombia; A distancia; COP 42.000.000 - 65.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-First

Paid Time Off

HMO coverage

Annual performance bonuses

Coaches for skill-building

Growth opportunities

Descripción de la vacante

Hireframe seeks a Technical Support Specialist to join our Tier 2 team, handling product issues requiring deeper troubleshooting. You’ll work with Zendesk, Jira, and diagnostic tools, guiding customers by phone, email, and SMS, and coordinating with partners for field visits.

You’ll escalate to Engineering when needed and maintain clear, timely updates while expanding SOPs and knowledge bases to improve support processes.

Formación

• 3+ years in customer-facing technical support or remote troubleshooting.
• Experience with hardware, connected devices, or field service is a plus.
• Bilingual English/Spanish preferred.

Responsabilidades

• Troubleshoot product issues using company procedures and tools.
• Ask diagnostic questions and document findings.
• Own cases through resolution with timely updates.
• Coordinate with service partners and internal teams for field visits.
• Escalate complex issues to Engineering with clear summaries.
• Maintain accurate case records in support systems.

Conocimientos

Customer-facing

Troubleshooting

Documentation

Cross-functional collaboration

Bilingual EN/ES

Herramientas

Zendesk

Jira

Descripción del empleo

Hireframe seeks a Technical Support Specialist to join our Tier 2 team, handling product issues requiring deeper troubleshooting. You’ll work with Zendesk, Jira, and diagnostic tools, guiding customers by phone, email, and SMS, and coordinating with partners for field visits.

You’ll escalate to Engineering when needed and maintain clear, timely updates while expanding SOPs and knowledge bases to improve support processes.