Remote Tech Support Pro: Troubleshooting & Escalations

Hireframe; México; A distancia; MXN 391.000 - 558.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work flexibility

Paid time off

HMO coverage

Performance bonuses

Career coaching

Growth opportunities

Descripción de la vacante

Hireframe is seeking a Technical Support Specialist to join our Tier 2 team, handling product issues that require deeper troubleshooting or coordination beyond frontline support. You’ll investigate with our diagnostic tools, guide customers by phone, email, and SMS, and coordinate with partners for field visits.

You’ll escalate to Engineering when needed and maintain clear communication throughout case progression, ensuring timely updates and thorough documentation in our support systems.

Formación

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

Responsabilidades

• Troubleshoot known product issues with company procedures and tools.
• Ask diagnostic questions, document findings, and determine next steps.
• Own cases through resolution with timely updates and follow-ups.
• Coordinate with customers, service partners, and internal teams for field visits.
• Escalate complex issues to Engineering with a clear summary and evidence.
• Maintain accurate case records in Zendesk, Jira, and other systems.
• Identify recurring issues and help improve troubleshooting procedures and materials.

Conocimientos

Technical support

Troubleshooting

Customer communication

Remote support

US-hours experience

Herramientas

Zendesk

Jira

Descripción del empleo

Hireframe is seeking a Technical Support Specialist to join our Tier 2 team, handling product issues that require deeper troubleshooting or coordination beyond frontline support. You’ll investigate with our diagnostic tools, guide customers by phone, email, and SMS, and coordinate with partners for field visits.

You’ll escalate to Engineering when needed and maintain clear communication throughout case progression, ensuring timely updates and thorough documentation in our support systems.