Support and Technical Operations Engineer

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🔥 31 minutes ago

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Puzzle

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Puzzle is a staffing and recruiting firm that connects businesses with top Latin American technology talent. They specialize in engineering staff augmentation and building dedicated engineering teams—providing developers, product managers, QA, and other technical roles to help companies scale. Puzzle focuses on nearshore, technical staffing for organizations seeking skilled IT and engineering professionals.

📋 Description

• Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels • Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations • Support AI-powered phone, texting, and communication workflows • Assist with CRM, calendar, form, and workflow setup for new and existing customers • Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools • Support internal staff with technical questions, system access, troubleshooting, and workflow improvements • Reproduce, document, and escalate product bugs or technical issues to the development team • Create clear support documentation, internal SOPs, help articles, and troubleshooting guides • Help improve support processes, ticket handling, escalation paths, and customer-facing resources • Review customer issues and identify patterns that could become product improvements or training opportunities • Assist with testing new features, workflows, automations, and AI tools before and after release • Communicate technical issues in a clear, simple, and professional way to both technical and non-technical users • Help maintain a high standard of response time, follow-up, and customer experience

🎯 Requirements

• Experience in technical support, SaaS support, IT support, customer operations, implementation, or a similar role • Strong problem-solving and troubleshooting skills • Ability to explain technical issues in simple, clear language • Comfortable working with CRM platforms, web-based software, support tools, and customer communication systems • Strong written communication skills • Strong attention to detail and follow-through • Ability to manage multiple tickets, tasks, and priorities at the same time • Comfortable joining customer calls or video meetings to troubleshoot issues • Willingness to learn new tools, systems, and workflows quickly • Ability to work independently in a remote environment

🏖️ Benefits

• Competitive Salary: Earn a USD salary that matches your skills and experience. • Paid Time Off: We value work-life balance, offering PTO so you can recharge. • Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care. • Salary Reviews every year! • Paid Training and Certifications