Customer Support Tier 1 - LATAM

🚀 Customer Support Engineer – Tier 1 (LATAM)

Synergy Beam Solutions is innovating the future of telecommunications for modern call center operations. As we launch our next-generation platform, we're seeking a passionate and sharp ** Tier 1 Customer Support Engineer** to join our fully ** Remote LATAM** team.

You will be the front line of technical support for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional.

Tasks

What You'll Be Doing:

Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.

• Investigate and Resolve: Efficiently ** troubleshoot, reproduce, and document** customer issues end-to-end within our ticketing system.
• Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
• Build Knowledge: Maintain and expand our internal ** Knowledge Base** and refine IT process templates for better team efficiency.
• Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.

Requirements

What You Bring to the Team:

Experience: At least ** 1 year** in a dedicated Technical Support, Helpdesk, or IT role.

• Technical Acumen: Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like ** Google Chrome Developer Tools **.
• Communication: Exceptional customer communication skills (written and verbal).
• Language: Professional working proficiency in ** English (B2/Upper-Intermediate or higher)**.
• Mindset: Highly ** reliable, organized, and detail-oriented **, with the flexibility to cover shifts needed to support our LATAM client base.

Great to Have (Bonus Skills):

Familiarity with monitoring and logging tools such as **Prometheus, Grafana, Kibana, or the ELK stack **.

• Basic understanding of **Jira, SQL, HTTP/API fundamentals **, or ** VoIP systems **.
• Experience with Kubernetes or general containerized environments.