SaaS Technical Support Lead — API Escalations (Remote)

Nearshore Business Solutions; Bogotá; Presencial; COP 61.481.625 - 83.181.022; A tiempo parcial

Descripción de la vacante

Nearshore Business Solutions invites a Technical Support Lead to oversee advanced support operations in a SaaS environment. You will own complex escalations, guide best practices, and mentor teammates while delivering high-quality customer support.

Collaborating with Customer Success, Product, and Engineering, you will drive process improvements, monitor SLAs, and document knowledge bases to boost satisfaction and retention in a remote LATAM setting.

Formación

• 4+ years in technical support, customer support, or similar roles (SaaS environment preferred).
• Strong experience troubleshooting API integrations (REST APIs, webhooks, etc.).
• Proven ability to handle escalations and complex technical issues independently.
• Excellent English communication skills (written and verbal).
• Strong analytical thinking and advanced problem-solving skills.
• Experience supporting customers via email, chat, and live calls.
• Hands-on experience with Excel and ticketing systems like Zendesk or Intercom.
• Strong organizational skills with the ability to prioritize high-impact issues.
• Experience documenting processes and maintaining knowledge bases or SOPs.
• Reliable high-speed internet and ability to work remotely.

Responsabilidades

• Act as the primary escalation point for complex technical and API-related issues
• Troubleshoot advanced technical problems via email, chat, and video calls
• Lead investigations into API integrations, system errors, and edge-case scenarios
• Oversee and support billing-related inquiries, including identifying discrepancies and root causes
• Provide guidance and mentorship to junior support representatives
• Help define and improve support processes, SOPs, and documentation
• Collaborate cross-functionally with Customer Success, Product, and Engineering teams
• Monitor support metrics (SLAs, response times, resolution quality) and drive improvements
• Ensure accurate and structured documentation using tools like Zendesk or Intercom
• Identify recurring issues and proactively recommend product or process improvements

Conocimientos

SaaS support

API troubleshooting

Escalation handling

English fluency

Analytical thinking

Remote collaboration

Excel

Herramientas

Zendesk

Intercom

Descripción del empleo

Nearshore Business Solutions invites a Technical Support Lead to oversee advanced support operations in a SaaS environment. You will own complex escalations, guide best practices, and mentor teammates while delivering high-quality customer support.

Collaborating with Customer Success, Product, and Engineering, you will drive process improvements, monitor SLAs, and document knowledge bases to boost satisfaction and retention in a remote LATAM setting.