SaaS Technical Support Specialist — API & Data

Roca Alliances; Medellín; On-site; COP 36,000,000 - 60,000,000; Full time

Benefits offered by this job

Competitive salary in COP

Continuous training and mentoring

Work with a leading global company

Growth opportunities in a growing team

Collaborative, innovative culture

Job summary

Roca Alliances is seeking a Customer Support Specialist (Technical / SaaS) in Medellín to deliver expert support to the client's end users. You will handle tickets via our ticketing system, provide timely software issue resolutions, and contribute to knowledge base content as a Level 2 resource.

You should be fluent in English, have proven experience in software or IT support, and be comfortable working independently with a proactive, customer-first approach and a readiness to learn continuously.

Qualifications

• Proven experience in customer or technical support, ideally in software or IT.
• Strong analytical, problem-solving and troubleshooting skills.
• Ability to manage multiple tickets and prioritize in a fast-paced environment.
• Excellent verbal and written communication, with a customer-first mindset and empathy.
• Able to work independently and collaborate effectively in a team.
• Technical proficiency with software systems, hardware and network connectivity.
• Hands-on experience with Zendesk (Support, Talk, Guide).
• Hands-on experience with REST APIs, webhooks and basic payload mapping and testing (e.g., Postman).
• Practical SQL (SELECT, JOIN, GROUP BY), relational modeling basics and troubleshooting data discrepancies.
• Advanced English.

Responsibilities

• Provide analytical, technical and administrative support for software planning, installation and troubleshooting.
• Support the installation, maintenance and troubleshooting of the client's proprietary software.
• Be the main point of contact for end users with application issues, by phone, ticket or email.
• Set aside dedicated time to resolve user issues promptly.
• Keep detailed, accurate records of every case in the ticketing system.
• Write and update knowledge base articles, and research new features to expand them.
• Act as subject matter expert for client questions and software support inquiries.
• Collect logs, data and workflows to support Level 2 teams, and manage escalations from Level 1 to Level 2.
• Take part in a rotating on-call schedule for after-hours support.
• Keep building your knowledge of software, hardware, network connectivity and peripherals.

Skills

Customer support

Analytical thinking

Troubleshooting

Ticket management

Communication

Independent work

REST APIs

SQL

Advanced English

Tools

Zendesk (Support, Talk, Guide)

Postman

Jira

Job description

Roca Alliances is seeking a Customer Support Specialist (Technical / SaaS) in Medellín to deliver expert support to the client's end users. You will handle tickets via our ticketing system, provide timely software issue resolutions, and contribute to knowledge base content as a Level 2 resource.

You should be fluent in English, have proven experience in software or IT support, and be comfortable working independently with a proactive, customer-first approach and a readiness to learn continuously.