Technical Support Engineer

nue; Bogotá; Presencial; COP 36.000.000 - 72.000.000; Jornada completa

Descripción de la vacante

nue in Bogotá, Colombia is seeking a Technical Support Engineer to provide world-class technical assistance to customers, troubleshoot complex issues, and ensure customer success. You will work with engineering, product, and customer success teams to deliver an exceptional support experience.

The role requires 3-5 years in customer-focused positions, strong Salesforce experience, English proficiency, and the ability to communicate clearly with technical and non-technical audiences.

Formación

• 3-5 years of proven experience in heavy customer focus positions with strong skills in Salesforce custom flows, custom fields and objects, workflows and Apex and Reports.
• Experience in managing applications from Salesforce AppExchange. Strong PL/SQL skills and understanding of object models.
• Hands-on experience in DocuSign, PandaDocs, or other document generation tools. Experience in Order-To-Cash (O2C), Accounts Receivable (AR), and/or General Ledger (GL) is a plus.
• Proficiency in APIs, SQL, and scripting languages (e.g., Python, JavaScript, or Bash) is a plus.
• Experience with CRM, ticketing systems, and logs analysis (e.g., Zendesk, Jira, Salesforce).
• Excellent English, strong communication, and the ability to explain complex ideas clearly.

Responsabilidades

• Be the initial point of contact for customer issues and ensure their success with our products.
• Troubleshoot, analyze, and resolve complex technical issues and assist with integrations.
• Provide Salesforce and Nue best practices and support via Slack, phone or Zoom.
• Collaborate with engineering and product teams to escalate and resolve issues.
• Develop and maintain technical documentation and knowledge base articles.
• Assist in testing and validating new product releases and give usability feedback.
• Support internal teams with technical expertise, including sales and customer success.
• Contribute to process improvements to enhance customer support.

Conocimientos

Salesforce expertise

Customer focus

English proficiency

Communication skills

Global collaboration

Problem solving

Herramientas

Salesforce AppExchange

Zendesk

Jira

DocuSign

PandaDocs

Descripción del empleo

What You’ll Do:

We are seeking a Technical Support Engineer to provide world-class technical assistance to our customers. In this role, you will troubleshoot complex issues, assist with integrations, and ensure customer success by resolving technical problems efficiently. You will work closely with engineering, product, and customer success teams to deliver an exceptional support experience.

Responsibilities:

• Be the initial point of contact for customer issues. As a Technical Support Engineer for our clients, you will play a crucial role in ensuring their success and satisfaction with our products Troubleshoot, analyze, and resolve complex and technical issues while delivering exceptional support in a timely manner.
• Solve issues with Salesforce custom flows, custom fields, data, reporting, and workflows. Analyze issues with Nue data, integrations and product functionality.
• Provide Salesforce and Nue best practices.
• Provide support via Slack, phone or Zoom to Nue customers.
• Become an expert on the product domain from both a business and technical perspective.
• Collaborate with engineering and product teams to escalat[e] and resolve complex issues.
• Develop and maintain technical documentation, FAQs, and knowledge base articles.
• Assist in testing and validating new product releases, providing feedback on usability and stability. Support internal teams with technical expertise, including sales and customer success.
• Contribute to process improvements to enhance the overall customer support experience.
• Must be available to work shifts aligned with Central European Time (CET). For Colombia, this may mean overnight coverage from 2:00 AM to 11:00 AM local time or late evening coverage up to 8:00 PM local time, depending on the assigned schedule.

What You’ll Bring:

You have a passion for building relationships and solving customer problems. You are looking for an opportunity to learn new things and to collaborate across engineering, sales and customer teams to resolve complex use cases. You enjoy solving complex business problems across a broad range of use cases. You are a strong advocate for the customer and ensure a high level of customer satisfaction.

Qualifications:

• 3-5 years of proven experience in heavy customer focus positions with strong skills in Salesforce custom flows, custom fields and objects, workflows and Apex and Reports.
• Experience in managing applications from Salesforce AppExchange. Strong PL/SQL skills and understanding of object models.
• Hands-on experience in DocuSign, PandaDocs, or other document generation tools. Experience in Order-To-Cash (O2C), Accounts Receivable (AR), and/or General Ledger (GL) is a plus. Proficiency in APIs, SQL, and scripting languages (e.g., Python, JavaScript, or Bash) is a plus.
• Experience with CRM, ticketing systems, and logs analysis (e.g., Zendesk, Jira, Salesforce).
• Ability to accurately scope, plan and estimate the level of effort for tasks, with an appropriate balance of risk and effort.
• Excellent spoken and written English. Strong communication skills, including the ability to adjust to the technical level of the audience and explain complex ideas clearly and concisely.
• Adhere to company policies and procedures, including data privacy and security guidelines, while handling client information
• Ability to work with global teams. Customer empathy is a must.
• Positive attitude and the ability to stay calm under pressure.
• Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.
• Willing to work in a fast paced startup environment.

Bonus Points (optional):

• Experience supporting SaaS products or enterprise software.
• Knowledge of RESTful APIs, webhooks, and authentication methods (OAuth, SAML, etc.).
• Familiarity with logging and monitoring tools (Splunk, HyperDX, etc.).