Remote Technical Support Specialist — Senior Troubleshooter

Hireframe; México; À distance; MXN 391 000 - 725 000; Plein temps

Avantages offerts par ce poste

Remote work flexibility

Paid Time Off

HMO coverage

Annual performance bonuses

Coaching & growth opportunities

Résumé du poste

Hireframe is seeking a Technical Support Specialist to join our Tier 2 support team. You will troubleshoot product issues, guide customers by phone, email, and SMS, and coordinate with service partners for field visits.

You will own cases through resolution, escalate to Engineering when needed, and maintain case records in Zendesk and Jira. Spanish/English bilingual candidates are strongly preferred; US-hours experience is a plus.

Qualifications

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

Responsabilités

• Troubleshoot product issues using procedures and diagnostic tools.
• Ask diagnostic questions, document findings, and determine next steps.
• Own cases through resolution with timely updates.
• Coordinate with service partners and internal teams for field visits.
• Escalate complex issues to Engineering with a clear summary.
• Maintain case records in Zendesk, Jira, and other systems.
• Identify gaps and help improve troubleshooting processes and tools.
• Collaborate with Customer Experience, Field, and Engineering as processes evolve.

Connaissances

3+ years customer-facing tech support

US-hours experience

SOPs, macros, knowledge base, escal.,

Bilingual Spanish/English

Communication with engineers/field

Outils

Zendesk

Jira

Description du poste

Hireframe is seeking a Technical Support Specialist to join our Tier 2 support team. You will troubleshoot product issues, guide customers by phone, email, and SMS, and coordinate with service partners for field visits.

You will own cases through resolution, escalate to Engineering when needed, and maintain case records in Zendesk and Jira. Spanish/English bilingual candidates are strongly preferred; US-hours experience is a plus.