SaaS Support Specialist - Construction Tech (Remote)

Kojo; Mexico; Hybrid; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Equity grant

Remote work 100%

Full benefits

Job summary

Kojo is seeking a Level 2 Support Agent to manage a high-volume queue of 30-40 tickets daily across email, chat, and occasional phone or video. You will investigate issues using logs and runbooks, coordinate with engineering and customer success, and own cases through resolution.

This remote role operates across North and South America, with SLA discipline, proactive communication, and a focus on root-cause analysis.

Qualifications

• 2-4 years in a high-volume customer support role (25+ tickets/day sustained).
• Independent troubleshooting in SaaS, IT, or integrations with logs and runbooks.
• Ability to manage time-sensitive work and maintain SLA targets.

Responsibilities

• Owning 30-40 customer cases per day across email, chat, and occasional phone/video.
• Investigating workflow and product issues using logs, dashboards, and runbooks.
• Diagnosing issues like ERP sync gaps, SSO redirects, and invoice scanning failures.
• Triaging bugs and escalating with clean repro steps and Jira tickets.
• Owning tickets through resolution with proactive customer updates.
• Maintaining queue health, tags, statuses, and end-of-day handoffs.
• Spotting trends and informing Support Leadership and Product teams.

Skills

High-volume support

SaaS troubleshooting

Technical logs

Remote work

Tools

Zendesk

Slack

Jira

Notion

Job description

Kojo is seeking a Level 2 Support Agent to manage a high-volume queue of 30-40 tickets daily across email, chat, and occasional phone or video. You will investigate issues using logs and runbooks, coordinate with engineering and customer success, and own cases through resolution.

This remote role operates across North and South America, with SLA discipline, proactive communication, and a focus on root-cause analysis.