Technical Support Engineer - Remote Work | REF#301639

BairesDev; Antioquia; Remote; COP 129,462,000 - 226,559,000; Full time

Benefits offered by this job

100% remote

USD compensation

Hardware provided

Flexible hours

Paid time off

Job summary

BairesDev is seeking a Technical Support Engineer to diagnose and resolve issues in GenAI-powered chatbot and search tools. You’ll own Zendesk configuration and Jira ticket hygiene, acting at the interface between TPMs, BAs, Scrum Masters, and engineering teams.

Join a 100% remote role with excellent USD compensation, flexible hours, remote-friendly culture, and opportunities to grow within a global Top 1% talent network.

Qualifications

• 4+ years of experience in technical support engineering.
• Experience with GenAI or AI-powered tools (chatbots or search).
• Experience with Zendesk administration and configuration.
• Experience with Jira workflow and ticket management.
• Background in live chat platform operations (e.g., Pinch, Intercom).
• Advanced proficiency in English.

Responsibilities

• Diagnose and resolve GenAI chatbot and search issues.
• Configure and administer Zendesk for scalable ticket handling.
• Manage Jira workflows and keep tickets clean and actionable.
• Support live chat platform operations and troubleshoot issues.
• Collaborate with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations.

Skills

GenAI

Zendesk administration

Jira workflows

Live chat ops

English proficiency

Tools

Zendesk

Jira

Intercom

Pinch

Job description

At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley.

Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide.

When you apply for this position, you're taking the first step in a process that goes beyond the ordinary. We aim to align your passions and skills with our vacancies, setting you on a path to exceptional career development and success.

Technical Support Engineer at BairesDev

In this role, you'll diagnose and resolve issues in GenAI-powered chatbot and search tools, applying technical troubleshooting skills to a new generation of AI-driven products. Owning Zendesk configuration and Jira ticket hygiene, you'll operate at the connection point between TPMs, BAs, Scrum Masters, and engineering teams. This is your opportunity to bring engineering‑minded troubleshooting to technical support, working on tools where AI behavior adds a layer of complexity beyond traditional support issues.

What You'll Do

• Diagnose and resolve technical issues related to GenAI chatbot and search functionality.
• Configure and administer Zendesk to support scalable ticket handling.
• Manage Jira workflows, ensuring tickets remain clean, accurate, and actionable.
• Support live chat platform operations and troubleshoot platform‑level issues.
• Work closely with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations.

What We Are Looking For

• 4+ years of experience in technical support engineering.
• Experience with GenAI or AI-powered tools such as chatbots or search.
• Experience with Zendesk administration and configuration.
• Experience with Jira workflow and ticket management.
• Background in live chat platform operations, such as Pinch or Intercom‑type tooling.
• Advanced proficiency in English.

Nice To Have

• Experience with business analysis or requirements gathering.
• Participation in Scrum/Agile ceremonies.
• Familiarity with CMS/TMS tools such as Help Center, policy content, or translation tooling.
• Experience with dashboard or alerting tooling, including monitoring and log analysis.
• Experience writing runbooks and SOP documentation.

How we do make your work (and your life) easier:

• 100% remote work (from anywhere).
• Excellent compensation in USD or your local currency if preferred.
• Hardware and software setup for you to work from home.
• Flexible hours: create your own schedule.
• Paid parental leaves, vacations, and national holidays.
• Innovative and multicultural work environment: collaborate and learn from the global Top 1% of talent.
• Supportive environment with mentorship, promotions, skill development, and diverse growth opportunities.

Join a global team where your unique talents can truly thrive and make a significant impact!