💼 About This Role

You'll manage a high-volume support queue in a fast-paced SaaS environment, handling 30-40 tickets daily across email, chat, and calls. You'll troubleshoot technical and workflow issues, using logs and dashboards to diagnose problems like integration failures and data discrepancies. This role is critical for maintaining customer satisfaction and product reliability in the construction tech industry.

🎯 What You'll Do

• Manage 30-40 customer tickets per day across email, chat, and calls
• Investigate and troubleshoot technical issues using logs and dashboards
• Reproduce and document customer-reported issues for escalation
• Escalate complex cases to engineering with structured context

📋 Requirements

• 2-4 years of experience in high-volume technical support roles
• Experience handling 25+ tickets per day in SaaS or IT support
• Strong troubleshooting skills using logs, dashboards, and documentation
• Ability to manage multiple concurrent cases with structured tracking

✨ Nice to Have

• Experience with integration-focused environments
• Experience in construction technology sector
• Familiarity with SLA-driven performance metrics

🎁 Benefits & Perks

• 🏖️ Fully remote work model across Latin America
• 💰 Competitive compensation aligned with experience
• 📈 Equity participation opportunities for eligible roles
• 📚 Career growth opportunities in support and success

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Offer· 15 min