[Hiring] Customer Technical Support Engineer @Synergy Beam

Role Description

This role involves providing technical support for our clients across Latin America, ensuring exceptional customer interactions.

• Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.
• Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system.
• Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
• Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency.
• Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.

Qualifications

• At least 1 year in a dedicated Technical Support, Helpdesk, or IT role.
• Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools.
• Exceptional customer communication skills (written and verbal).
• Professional working proficiency in English (B2/Upper-Intermediate or higher).
• Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base.

Requirements

• Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack.
• Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems.
• Experience with Kubernetes or general containerized environments.

Company Description

We specialize in the implementation, integration and maintenance of business information systems. We provide a wide spectrum of solutions - from SMB business solutions to Enterprise Wide Information solutions.