Technical Support Specialist

KOJO; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology company is seeking a Technical Support Specialist to act as a primary contact for customers. In this remote role, you will resolve complex issues and lead escalation processes. The ideal candidate has over 5 years of technical support experience in SaaS environments and excellent communication skills. This position includes competitive benefits and opportunities for growth.

Servicios

New hire equity grant

Full suite of benefits

Work from home flexibility

Formación

• 5+ years in customer/technical support for a SaaS product; 2+ years handling tier-2/3 escalations.
• Comfortable collaborating with engineers; write precise repro steps and user stories.
• Nice to have: experience in construction tech or supply chain workflows; scripting (Python/JS); ITIL fundamentals.

Responsabilidades

• Resolve complex issues across email, chat, and phone/video.
• Act as escalation lead for priority tickets and customer-critical incidents.
• Drive operational excellence: improve SLAs, queue health, and case quality.

Conocimientos

Customer/technical support experience for a SaaS product

Advanced troubleshooting

Exceptional written and verbal communication

Collaboration with engineers

Process mindset

Herramientas

Zendesk

Jira

SQL

Descripción del empleo

Location

Chile, Colombia, Mexico

Employment Type

Full time

Location Type

Remote

Department

Customer Success

The role

You’ll be a technical point of contact for our customers and an escalation partner for the Support team. You’ll own complex investigations, stabilize incidents, uplevel tools and processes, and turn customer insights into product improvements. This is a hands-on role for someone who loves solving puzzles, writing crisp explanations, and reducing repeat issues at the root.

What you’ll do

• Resolve complex issues across email, chat, and occasional phone/video; reproduce bugs, analyze logs, and provide clear, empathetic communications.

• Act as escalation lead for priority tickets and customer-critical incidents; coordinate triage with Product & Engineering and manage status updates.

• Drive operational excellence: improve SLAs, queue health, backlog hygiene, and case quality.

• Build the knowledge engine: author and maintain macros, troubleshooting steps, and public help articles; enable teammates, and provide both internal and external support.

• Partner with Product/Eng: synthesize trends, write actionable bug reports, validate fixes, and influence roadmap with data-backed insights.

• Own metrics: monitor FRT/ART/TTR, CSAT, reopen rate, and deflection. And keep within SLAs.

What you’ll bring

• 5+ years in customer/technical support for a SaaS product; 2+ years handling tier-2/3 escalations.

• Advanced troubleshooting for web/mobile apps; ability to isolate environment, data, and workflow factors.

• Comfortable collaborating with engineers; write precise repro steps and user stories.

• Working knowledge of ticketing and bug tracking (e.g., Zendesk, Jira), and basic data querying (SQL or logs).

• Exceptional written and verbal communication—concise, friendly, and calm under pressure.

• Process mindset: you notice patterns, standardize the fix, and prevent recurrence.

• Nice to have: experience in construction tech or supply chain workflows; scripting (Python/JS); ITIL fundamentals.

How we’ll measure success

• Customer outcomes: CSAT ≥ 95%, lower reopen rate, clear incident comms.

• Operational health: improved FRT/ART/TTR, healthy backlog and SLA attainment.

• Quality & enablement: strong KB coverage, reduced variance in case handling, effective trainings.

• Product impact: high-signal bug reports, validated fixes, and trend insights that inform roadmap.

Working at Kojo

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.

Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process.