Technical Support Specialist - Remote Work

BairesDev; Ciudad de México; Remote; MXN 1,114,000 - 1,671,000; Full time

Benefits offered by this job

Remote work

USD payments

Hardware setup

Flexible hours

Paid leaves

Job summary

BairesDev is seeking a Technical Support Specialist to triage GenAI-powered chatbot and search issues, sitting at the intersection of technical support and AI operations. You will configure Zendesk, manage Jira workflows, and work with TPMs, BAs, Scrum Masters, and engineers to resolve issues efficiently

This role emphasizes live chat platform operations and requires strong English. It offers 100% remote work and competitive USD compensation, with flexible hours and a global team.

Qualifications

• 4+ years of experience in technical support.
• Experience with GenAI or AI-powered tools.
• Experience with Zendesk administration and configuration.
• Experience with Jira workflow and ticket management.
• Background in live chat platform operations.
• Advanced proficiency in English.

Responsibilities

• Triage issues related to GenAI chatbot and search functionality.
• Administer and configure Zendesk to support efficient ticket handling.
• Manage Jira workflows and keep tickets clean and up to date.
• Support live chat platform operations, ensuring smooth day-to-day functioning.
• Collaborate closely with TPMs, BAs, Scrum Masters, and engineering teams.

Skills

Technical support

GenAI tools

Zendesk administration

Jira workflows

Live chat ops

English proficiency

Tools

Zendesk

Jira

Live chat tooling

Job description

At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley.

Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide.

When you apply for this position, you're taking the first step in a process that goes beyond the ordinary. We aim to align your passions and skills with our vacancies, setting you on a path to exceptional career development and success.

Technical Support Specialist at BairesDev

In this role, you'll triage issues affecting GenAI-powered chatbot and search tools, sitting at the intersection of technical support and AI operations. Managing Zendesk configuration and keeping Jira tickets clean, you'll work closely with TPMs, BAs, Scrum Masters, and engineering to resolve issues efficiently. This is your opportunity to specialize in supporting AI-powered products, applying strong technical support fundamentals to a genuinely new and fast-evolving category of tools.

What You'll Do:

• - Triage issues related to GenAI chatbot and search functionality.
• - Administer and configure Zendesk to support efficient ticket handling.
• - Manage Jira workflows and keep tickets clean and up to date.
• - Support live chat platform operations, ensuring smooth day-to-day functioning.
• - Collaborate closely with TPMs, BAs, Scrum Masters, and engineering teams.

What we are looking for:

• - 4+ years of experience in technical support.
• - Experience with GenAI or AI-powered tools such as chatbots or search.
• - Experience with Zendesk administration and configuration.
• - Experience with Jira workflow and ticket management.
• - Background in live chat platform operations, such as Pinch or Intercom-type tooling.
• - Advanced proficiency in English.

Nice to have:

• - Experience with business analysis or requirements gathering.
• - Familiarity with CMS/TMS tools such as Help Center, policy content, or translation tooling.
• - Experience with dashboard or alerting tooling, including monitoring and log analysis.
• - Experience writing runbooks and SOP documentation.

How we do make your work (and your life) easier:

• - 100% remote work (from anywhere).
• - Excellent compensation in USD or your local currency if preferred
• - Hardware and software setup for you to work from home.
• - Flexible hours: create your own schedule.
• - Paid parental leaves, vacations, and holidays.
• - Innovative and multicultural work environment: collaborate and learn from the global Top 1% of talent.
• - Supportive environment with mentorship, promotions, skill development, and diverse growth opportunities.