Technical Support Specialist - Remote Work | REF#301635

BairesDev; Bogotá ciudad; Remoto; COP 191.077.000 - 286.615.000; Tempo pieno

Vantaggi offerti da questo lavoro

100% remote

Competitive USD compensation

Hardware provided

Flexible hours

Paid parental leave and holidays

Mentorship and growth opportunities

Descrizione del lavoro

BairesDev, a leading technology company, seeks a Technical Support Specialist focused on GenAI-powered chatbot and search tools. You will triage issues, manage Zendesk configurations, and work with TPMs, BAs, Scrum Masters, and engineers to resolve problems quickly.

This role offers 100% remote work, flexible hours, and competitive USD or local currency compensation, with hardware provided and strong mentorship to grow in AI operations.

Competenze

• 4+ years of experience in technical support.
• 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.

Mansioni

• Triage issues related to GenAI chatbot and search functionality.
• Administer and configure Zendesk to support efficient ticket handling.
• Manage Jira workflows and keep tickets clean and up to date.
• Support live chat platform operations, ensuring smooth day-to-day functioning.
• Collaborate closely with TPMs, BAs, Scrum Masters, and engineering teams.

Conoscenze

Advanced English

Technical support

Strumenti

Zendesk

Jira

Intercom

Descrizione del lavoro

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.

In this role, you'll triage issues affecting GenAI-powered chatbot and search tools, sitting at the intersection of technical support and AI operations. Managing Zendesk configuration and keeping Jira tickets clean, you'll work closely with TPMs, BAs, Scrum Masters, and engineering to resolve issues efficiently. This is your opportunity to specialize in supporting AI-powered products, applying strong technical support fundamentals to a genuinely new and fast-evolving category of tools.

What You'll Do

• Triage issues related to GenAI chatbot and search functionality.
• Administer and configure Zendesk to support efficient ticket handling.
• Manage Jira workflows and keep tickets clean and up to date.
• Support live chat platform operations, ensuring smooth day-to-day functioning.
• Collaborate closely with TPMs, BAs, Scrum Masters, and engineering teams.

What We Are Looking For

• 4+ years of experience in technical support.
• 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!