Technical Support Specialist

Hireframe; Colombia; A distancia; COP 42.000.000 - 65.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-First

Paid Time Off

HMO coverage

Annual performance bonuses

Coaches for skill-building

Growth opportunities

Descripción de la vacante

Hireframe seeks a Technical Support Specialist to join our Tier 2 team, handling product issues requiring deeper troubleshooting. You’ll work with Zendesk, Jira, and diagnostic tools, guiding customers by phone, email, and SMS, and coordinating with partners for field visits.

You’ll escalate to Engineering when needed and maintain clear, timely updates while expanding SOPs and knowledge bases to improve support processes.

Formación

• 3+ years in customer-facing technical support or remote troubleshooting.
• Experience with hardware, connected devices, or field service is a plus.
• Bilingual English/Spanish preferred.

Responsabilidades

• Troubleshoot product issues using company procedures and tools.
• Ask diagnostic questions and document findings.
• Own cases through resolution with timely updates.
• Coordinate with service partners and internal teams for field visits.
• Escalate complex issues to Engineering with clear summaries.
• Maintain accurate case records in support systems.

Conocimientos

Customer-facing

Troubleshooting

Documentation

Cross-functional collaboration

Bilingual EN/ES

Herramientas

Zendesk

Jira

Descripción del empleo

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.

What you'll own:

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

Requirements

• 3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.
• Must have prior US-hours experience.
• Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
• Comfortable talking to both non-technical end users and engineers or field techs.
• Individual contributor, not a team lead, but brings enough seniority.
• Spanish/English bilingual is strongly preferred.

Nice to have:

• HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.