Provide enterprise customer support for a complex multi-product SaaS platform. Independently investigate issues involving customer data, APIs, integrations, logs, and application behavior. Requires strong technical troubleshooting, SQL, REST API, and log analysis skills with excellent written and spoken English.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
Employment Type: Full-time
Work Arrangement: Remote
Location: Bogotá, Colombia
Working Hours: 8:00 a.m. to 5:00 p.m. Pacific Time
Salary: COP $7,010,000 to COP $8,400,000 gross per month,
About the Role
We are looking for a Technical Support Engineer to support enterprise customers using a complex, multi-product SaaS platform.
This is a customer-facing product support role, not an internal IT, help desk, systems administration, or infrastructure monitoring position.
The ideal candidate combines strong technical troubleshooting skills with excellent written communication and can independently investigate complex issues involving customer data, APIs, integrations, logs, and application behavior.
Required Qualifications
- Five or more years of experience in Technical Support, Support Engineering, Product Support, Implementation, or a similar SaaS role.
- Experience supporting external enterprise customers using a SaaS product or platform.
- Hands-on experience with business data migrations, including data mapping, validation, reconciliation, and cutover.
- Strong SQL skills and experience querying and validating large data sets.
- Strong REST API knowledge and experience using Postman, Swagger, or similar tools.
- Experience troubleshooting third-party integrations, webhooks, authentication, SSO, data feeds, or middleware.
- Strong log analysis, debugging, and root cause analysis skills.
- Ability to read and understand application code.
- Experience collaborating with Engineering and creating clear, reproducible bug reports.
- Practical experience using AI-assisted development tools such as Claude Code, Cursor, GitHub Copilot, or similar tools to build real solutions or automations.
- Excellent written and spoken English; C1 minimum, C2 preferred.
- Professional Spanish communication skills.
- Must be currently located in Bogotá and available to work Pacific Time.
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Experience focused primarily on internal IT, Active Directory, desktop support, data center operations, server administration, or infrastructure monitoring will not be considered sufficient without strong customer-facing SaaS product support experience.
Benefits
- Colombian employment contract.
- EPS health coverage.
- Pension contributions.
- Occupational risk insurance through ARL.
- Severance savings benefits (cesantías).
- Fully remote work arrangement.
Equal Employment Opportunity
We are committed to building a diverse and inclusive workforce and providing equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, marital status, veteran status, genetic information, or any other characteristic protected by applicable law.
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