Technical Support Engineer - Remote Work

BairesDev; United States; Remote; MXN 738,000 - 1,200,000; Full time

Benefits offered by this job

100% remote work

Competitive USD pay

Hardware provided

Flexible hours

Paid parental leaves

Diversity & growth opportunities

Job summary

BairesDev is seeking a Technical Support Engineer to diagnose GenAI and search-related issues, configure Zendesk, and ensure scalable ticket handling across teams. You will work remotely with flexible hours, collaborating with TPMs, BAs, Scrum Masters, and engineers to resolve escalations and improve platform reliability.

Ideal candidates have 4+ years in technical support, strong English, and a passion for AI-enabled tools, with a track record of delivering excellent customer experiences.

Qualifications

• 4+ years of experience in technical support engineering.
• 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 Intercom-type tooling.
• Advanced proficiency in English.

Responsibilities

• Diagnose and resolve technical issues related to GenAI chatbot and search functionality.
• Configure and administer Zendesk to support scalable ticket handling.
• Manage Jira workflows, ensuring tickets remain clean, accurate, and actionable.
• Support live chat platform operations and troubleshoot platform-level issues.
• Work closely with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations.

Skills

Technical support engineering

GenAI tools

English proficiency

Tools

Zendesk

Jira

Intercom

Pinch

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 Engineer at BairesDev

What You'll Do:

• - Diagnose and resolve technical issues related to GenAI chatbot and search functionality.
• - Configure and administer Zendesk to support scalable ticket handling.
• - Manage Jira workflows, ensuring tickets remain clean, accurate, and actionable.
• - Support live chat platform operations and troubleshoot platform-level issues.
• - Work closely with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations.

What we are looking for:

• - 4+ years of experience in technical support engineering.
• - 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.