Technical Support & Customer Success Specialist

PAXAFE; Colombia; Remote; COP 60,000,000 - 80,000,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

English fluency

Clear writing

Data literacy

Organized / persistent

Tools

Zendesk

Jira

Intercom

Pylon

Linear

Job description

You'll run our customer support queue end to end: diagnose, resolve, elevate, and close. Most tickets are configuration, access, and data questions. The rest need real investigation into why a customer's data looks the way it does. AI tools help you move faster, and you own every answer a customer gets. You'll report to our Head of Solutions & Customer Success and work closely with our engineers.

About PAXAFE

PAXAFE is a cold chain decision intelligence platform. Pharma manufacturers and logistics providers use it to bring shipment, device, and carrier data into one place, catch temperature and delay risks early, and make faster quality decisions. Our mission is zero transportation waste for the world's most temperature-sensitive products, like vaccines and life-saving therapies.

What you’ll do

• Work the ticket queue. Resolve what you can, and escal… real bugs to engineering with clear steps, examples, and expected vs. actual results.
• Handle day-to-day requests, like swapping a device on a shipment, updating a lane (a recurring shipping route), or fixing a user's access.
• Investigate data questions by following a record from the data we receive, through our database, to what the customer sees in the platform.
• Work with device and carrier partners to close data gaps, and keep the customer informed.
• Join calls with customer, partner, and internal tech teams to work out what's going on and when a fix will land.
• Keep every ticket and each customer's list of requests current, marked done or not done, and follow up until each item is closed.
• Onboard and train new users, write help articles for recurring questions, and bring feature requests and patterns to the product team.

Must have

• 3+ years in technical support, customer support engineering, or customer success for a software, IoT, or logistics technology product.
• Fluent professional English, written and spoken, including on technical calls with customers in the US and Europe.
• Clear, precise writing. Many of our customers work in regulated (GxP) environments, so updates have to be accurate.
• Comfortable with data. You can read a JSON payload, follow how records connect through IDs, and spot when an ID doesn't match or a field came through blank. You'll look up records through internal tools, so no SQL is needed.
• Comfortable working with AI tools, and careful enough to check their output against the source data.
• Organized and persistent. You keep lists current and follow up until things are done.

Nice to have

• Strongly preferred: experience in supply chain, logistics, IoT, or pharma, or supporting customers in those industries.
• Experience with ticketing tools such as Zendesk, Jira, Intercom, Pylon, or Linear.
• Portuguese.

Details

• Remote, based in Colombia.
• Full-time employment through our employer of record in Colombia, with local benefits.
• Option to take on solutions work over time, like integrations and onboarding for new customers.
• How we hire: a short AI interview, then a call with the hiring manager.