Postúlate en Kit Empleo: kitempleo.com.co/empleo/1amr6a

Tier 2 Support Engineer:
Remote, Full-time, Mon-Fri

We are looking for a highly technical, detail-oriented professional to join our Customer Support team as a Tier 2 Support Engineer. This role sits at the intersection of support, product, and engineering, owning advanced troubleshooting, root-cause analysis, and cross-functional issue resolution for our Unify platform and its integrations.

You will serve as a technical escalation point for Tier 1 support and post-sales teams, ensuring customer-impacting issues are triaged quickly, documented clearly, and routed appropriately.
You will also contribute to system reliability by identifying patterns, surfacing product gaps, and improving internal tooling, documentation, and workflows.

This is an idóneo role for someone comfortable debugging across APIs, integrations, and data pipelines in a fast-moving SaaS environment.

What You'll Do

Own Tier-2 Escalations
- Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams
- Reproduce bugs, isolate root causes, and determine whether issues are configuration-,



data-, integration-, or platform-related
- Provide clear interim updates and technical summaries for customer-facing teams

Debug Integrations and Data Flows
- Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations
- Partner with engineering to confirm expected vs. actual system behavior

Incident & Bug Management
- Create structured bug reports with reproducible steps, logs, and impact assessments
- Classify severity and coordinate with engineering on prioritization and resolution timelines
- Track issues through resolution and communicate status to stakeholders

Operational Tooling & Documentation
- Build and maintain advanced troubleshooting guides and internal runbooks
- Document known issues, workarounds, and diagnostic steps
- Improve internal knowledge base and escalation workflows

Product Feedback Loop
- Identify recurring failure points, friction,

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1amr6a

📌 Tier 2 Support Engineer (Bogotá)
🏢 Opsarmy
📍 Bogotá