Description:
About the Role
We are looking for a Support Engineering Specialist to join our Global Technical Support organization. This role is focused on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. You will maintain full ownership of your cases—driving resolution directly or coordinating with senior specialists and internal teams when deeper technical involvement is required. Success in this role means taking clear accountability for your casework, communicating proactively with customers, and ensuring issues are resolved efficiently and thoroughly. You’ll bring technical depth, attention to detail, and a structured approach to every interaction.
Impact you will make in the role:
- Serve as the primary technical point of contact for support cases, ensuring timely triage, investigation, and resolution
- Lead the case lifecycle from initial intake through closure, escalating thoughtfully when advanced expertise or system-level debugging is needed
- Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with clear, replicable steps
- Deliver consistent communication and updates to customers throughout the resolution process
- Document case findings thoroughly, contributing to internal knowledge and process improvements
- Identify common support patterns and collaborate with peers and leaders to drive case deflection and support optimization
- Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy culture of ownership, rigor, and delivery.
Requirements:
What you will bring
- 2–4 years of experience in technical support, systems support, or application support engineering
- Working knowledge of PHP or any Backend Comparable Server-Side Language and SQL, including the ability to debug and interpret code and queries
- Ability to read and understand JavaScript in a support and troubleshooting context
- Comfort with Linux-based systems and ability to operate in command-line environments
- Understanding of the LAMP stack (Linux, Apache, MySQL, PHP) and web application fundamentals
- Familiarity with REST and SOAP APIs, browser developer tools, and interpreting logs
- Experience supporting CRM platforms (SugarCRM strongly preferred)
- Strong communication skills and customer-first mindset
- Proven ability to manage a support workload with ownership, structure, and attention to detail
- Language: Good English skills. B2+ or higher is preferred.
Preferred
- Experience supporting SaaS applications in a fast-paced, technically complex environment
- with support and workflow platforms like HubSpot, Salesforce
- Prior work involving CRM customization, configuration, or integration
- SugarCRM certification or relevant technical credentials
- Demonstrated ability to contribute to internal documentation and case deflection strategies
- Experience with Oracle, Microsoft SQL Server (MsSQL), and Microsoft IIS
Perks:
Schedule: Monday to Friday 8am to 5pm, Hybrid Position
Location: Hybrid Position Medellín, 3 days from office 2 from home (Hybrid Position)
Salary: $10,000,000 COP
Contract Type: Indefinite Term Contract.