About The Role
We are hiring a
Technical Support Analyst
to support customers by troubleshooting product questions, triaging technical issues, documenting bugs, and helping ensure customers receive timely, clear, and thoughtful support.

This is a customer facing SaaS support role focused on technical troubleshooting, product issue investigation, ticket management, documentation, and escalation to Product/Engineering when needed. This is
not a software engineering role
, but the adecuado candidate should be technically curious, detail-oriented, and comfortable learning software workflows.

As part of the Customer Operations team, the Technical Support Analyst will work closely with Product and Engineering to identify customer impacting issues, improve support processes, support product testing when needed, and help create a strong customer experience.

Key Responsibilities
- Troubleshoot customer reported issues related to product workflows, user access, data visibility, session behavior, exports, and system functionality.




- Triage incoming support cases and determine whether the issue is a training need, product question, bug, enhancement request, or escalation.
- Respond to customer support requests through email, support tickets, phone and other approved communication channels.
- Supporting a positive customer experience by balancing empathy, urgency, and clear next steps.
- Communicate updates to customers in a clear, professional, and empathetic manner.
- Document customer issues clearly and accurately, including steps to reproduce, screenshots, affected users, expected behavior, actual behavior, and business impact.
- Escalate suspected bugs or technical issues to the appropriate internal team with complete supporting details.
- Follow established support processes, service level expectations, and escalation paths.
- Help validate fixes, new releases, and customer-reported issues by testing expected behavior against real customer workflows.
- Assist with testing,

📌 Technical Support Analyst (Bogotá)
🏢 MicroSourcing
📍 Bogotá