Tech Support & Implementations Specialist

Boldr; México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Tech Support Specialist to provide advanced technical and implementation support to post-sale customers, collaborating with Project Managers and cross-functional teams to ensure timely, high-quality implementations and resolving inbound technical issues with accuracy, ownership, and a strong customer focus.

You will apply working knowledge of SQL, data systems, and web applications to diagnose issues, support integrations, and continuously improve support processes.

Formación

• Proficient in SQL or strong experience with technical systems (writing complex queries, data troubleshooting).
• Experience supporting software, data platforms, or web-based applications.
• Experience with ticketing systems like Jira and Zendesk.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.
• Client-facing technical support or implementation experience preferred.
• Comfort with Google Sheets or similar data analysis tools.

Responsabilidades

• Execute customer implementations in partnership with Project Managers, ensuring timelines, requirements, and quality standards are met.
• Provide first- and second-level technical support for post-sale customers via inbound channels.
• Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures.
• Clearly communicate resolution timelines, status updates, and next steps to customers and stakeholders.
• Investigate and resolve implementation-related support requests.
• Build, maintain and structure technical knowledge bases and SOPs for clients and teams.
• Identify recurring issues and recommend process or system improvements.
• Collaborate with internal technical and product teams to resolve escalated issues.
• Support testing, validation, and post-implementation stabilization.
• Maintain high standards of client satisfaction, accuracy, and responsiveness.
• Act as the highest escalation point for complex technical issues; assist deep technical intervention when needed.
• Annual cybersecurity refreshers.
• Complete assigned learning courses within the first 90 days and ongoing.

Conocimientos

Clear communicator

Friendly

Detail-oriented

Multitasker

Curious

Proactive

Structured

Herramientas

Jira

Zendesk

Google Sheets

Descripción del empleo

Boldr is seeking a Tech Support Specialist to provide advanced technical and implementation support to post-sale customers, collaborating with Project Managers and cross-functional teams to ensure timely, high-quality implementations and resolving inbound technical issues with accuracy, ownership, and a strong customer focus.

You will apply working knowledge of SQL, data systems, and web applications to diagnose issues, support integrations, and continuously improve support processes.