AI-Powered Technical Support Specialist - Remote

Crimson Global Academy; Ciudad de México; Presencial; MXN 420.000 - 640.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training budget

Psychologist on staff

Remote-friendly

Global 28 markets

Descripción de la vacante

Crimson Education is seeking a technical support professional to resolve complex issues across web, mobile and integrations for a fast-growing SaaS platform. You will triage tickets, perform deep-dive debugging, and work with Core Tech engineers to improve reliability and user experience.

Ideal candidates bring 2+ years in tech support, familiarity with APIs, SQL, Zendesk/Jira, and strong written English. You’ll embrace AI-powered workflows, automate repetitive tasks, and contribute to runbooks

Formación

• 2+ years in technical support, application support, or systems operations in SaaS/EdTech.
• Strong familiarity with AI tools and prompt engineering for support workflows.
• Solid understanding of web architectures, REST APIs, JSON, and browser tools.
• Proficiency in SQL for tracing data and verifying records.
• Experience with Zendesk, Jira, and Slack for incident management.
• Excellent written and verbal English communication; calm under pressure.

Responsabilidades

• Investigate, triage, and resolve complex technical support tickets across platforms.
• Perform deep-dive troubleshooting across web, mobile, databases, and integrations.
• Execute safe interventions following SOPs and automate recurring admin tasks.
• Replicate bugs, collect telemetry, and file high-quality bug reports for Core Tech.
• Participate in sprint triage and advocate for bug fixes and UX improvements.
• Maintain runbooks and self-serve docs for frontline support and ops.
• Assist in testing new releases and validating critical fixes in staging/production.

Conocimientos

AI tools familiarity

REST APIs

SQL

Zendesk/Jira

English communication

Problem solving

Herramientas

Zendesk

Jira

Slack

Google Workspace

Stripe APIs

Descripción del empleo

Crimson Education is seeking a technical support professional to resolve complex issues across web, mobile and integrations for a fast-growing SaaS platform. You will triage tickets, perform deep-dive debugging, and work with Core Tech engineers to improve reliability and user experience.

Ideal candidates bring 2+ years in tech support, familiarity with APIs, SQL, Zendesk/Jira, and strong written English. You’ll embrace AI-powered workflows, automate repetitive tasks, and contribute to runbooks