Technical Support Engineer - Remote Work

BairesDev; Distrito Capital; Remote; VES 54,845,000 - 82,267,000; Full time

Benefits offered by this job

100% remote work

USD or local currency compensation

Hardware provided

Flexible hours

Paid parental leave and holidays

Global, multicultural team

Job summary

BairesDev is seeking a Technical Support Engineer to diagnose and resolve GenAI-powered chatbot and search issues, while managing Zendesk and Jira workflows. This role connects TPMs, BAs, Scrum Masters, and engineers to deliver reliable support for AI-driven products.

You will contribute to scalable ticket handling, platform operations, and cross-functional collaboration, all while operating in a 100% remote, global team environment with flexible hours.

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.
• 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

GenAI experience

English proficiency

Technical troubleshooting

Cross-functional collaboration

Customer-focused

Tools

Zendesk

Jira

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

In this role, you'll diagnose and resolve issues in GenAI-powered chatbot and search tools, applying technical troubleshooting skills to a new generation of AI-driven products. Owning Zendesk configuration and Jira ticket hygiene, you'll operate at the connection point between TPMs, BAs, Scrum Masters, and engineering teams. This is your opportunity to bring engineering-minded troubleshooting to technical support, working on tools where AI behavior adds a layer of complexity beyond traditional support issues.

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.
• - Participation in Scrum/Agile ceremonies.
• - 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.