Technical Support Analyst

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SuperStaff

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤝 B2B

🛍️ eCommerce

🎯 Recruiter

B2B • eCommerce • Recruitment

SuperStaff is an outsourcing provider with talent hubs and call centers located in the Philippines, Colombia, and the United States. They specialize in building fully engaged leased teams and providing customized BPO solutions. Their services include multilingual support, customer service outsourcing, recruitment process outsourcing, e-commerce outsourcing, and knowledge process outsourcing. With a focus on cost-efficiency and scalable processes, SuperStaff helps businesses expand their talent pools, reduce operational costs, and improve performance across various functions. Their commitment to transparency and high performance drives their partnerships with global businesses.

📋 Description

• Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity. • Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues. • Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior. • Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes. • Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally. • Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

🎯 Requirements

• 2–4 years in a technical support or application support role at a SaaS company • Hands-on experience investigating issues across backend and cloud systems • Demonstrated ability to translate complex technical issues into actionable next steps • Familiarity with CRM, ERP, or other data-heavy software environments (preferred)

🏖️ Benefits

• Enjoy the flexibility of working from home • Join us Monday through Friday • Competitive salary: $ 4,800,000 COP • Secure an indefinite contract that offers complete Colombian benefits