Technical Escalations Specialist: Customer Bug Advocate

Horatio; Bogotá; On-site; COP 42,000,000 - 65,000,000; Full time

Job summary

Horatio is seeking a Technical Escalations Specialist to bridge Customer Support, Product, and Engineering in Bogotá. The role focuses on triaging complex issues, reproducing bugs, and delivering developer-ready reports to accelerate resolutions.

This on-site position requires strong English skills, 2+ years in technical support or product operations, and proficiency with Jira/Linear/GitHub Issues and Zendesk/Freshdesk/Salesforce Service Cloud.

Qualifications

• 2+ years in Technical Support, Tier 2 Support, or Product Operations.
• Proficiency with issue-tracking tools (Jira, Linear, GitHub Issues) and support ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud).
• Hands-on experience inspecting browser developer tools and reading server/application logs; working with APIs (Postman, cURL).
• Excellent communication and ability to translate complex tech to non-technical stakeholders.

Responsibilities

• Triage incoming escalations and classify them (defects, product questions, feature requests).
• Assess business impact and urgency to set priorities.
• Reproduce issues across environments and collect diagnostics for Engineering.
• Draft clear bug reports with reproduction steps and environment details; route to engineering.
• Advocate for customer during triage to ensure critical issues get priority.
• Provide status updates to Support, Success, and Account Management.
• Verify fixes in staging/production before closing tickets.

Skills

Advanced English proficiency

2+ years in Technical Support

Issue tracking tools

Support ticketing systems

Browser dev tools

Logs and diagnostics

APIs (Postman, cURL)

Technical communication

Problem-solving

Runbooks/docs

Tools

Jira

Linear

GitHub Issues

Zendesk

Freshdesk

Salesforce Service Cloud

Postman

cURL

Job description

Horatio is seeking a Technical Escalations Specialist to bridge Customer Support, Product, and Engineering in Bogotá. The role focuses on triaging complex issues, reproducing bugs, and delivering developer-ready reports to accelerate resolutions.

This on-site position requires strong English skills, 2+ years in technical support or product operations, and proficiency with Jira/Linear/GitHub Issues and Zendesk/Freshdesk/Salesforce Service Cloud.