Especialista de Soporte Técnico

$60,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($30 USD/hour)

The difficult tickets don't require another person following scripts. They demand someone capable of stepping into unclear situations, misconfigured systems, conflicting evidence, upset customers, and AI-produced false leads—then determining what's genuinely broken. This position is designed for the support engineer who thrives on the unresolved case: replicating the error, analyzing logs, tracking API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without blind trust.

Most support organizations still operate on queues, macros, handoffs, and "known issue" documentation. We're constructing something different. Routine support is progressively managed by AI and L1 processes, meaning human expertise is allocated to the hardest problems. AI isn't replacing you here. It's the instrument you control, validate, question, and confirm.

This position isn't about copying AI responses, making quick guesses, awaiting direction, or escalating the instant an issue becomes unfamiliar. It's not suited for someone who masters one product then struggles when the next ticket involves a different technology stack. It's about delivering the correct answer in the minimum customer interactions the problem permits: reproducing before suggesting solutions, investigating across tickets, Slack, knowledge bases, logs, configurations, and actual evidence before escalating, and composing customer communications clear enough to defuse the situation. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That establishes your baseline. Sound judgment amid uncertainty is what makes you effective.

In this position, you own each issue until it's resolved or escalated properly, with diagnostic logic valuable enough for the subsequent agent and the next AI process. You'll excel in this role if the ticket that won't resolve logically is the one you most want. You'll dislike it if you require one product, one playbook, and external help to move forward. If that environment energizes you, we encourage you to apply.