AboutNetSoftNetSoftis a US-based SaaS company that buildsIntelliPathPro (IPPro), a Laboratory Information System (LIS) used by anatomic and dermatopathology labs across the United States. Our software runs the full lab workflow — from specimenaccessioningthrough diagnosis, reporting, and distribution back toproviders.The company is 25 years old, based in Atlanta, GA, with deep customer relationships and a strong product foundation. We are entering a new growth phase with active product modernization, new customer implementations, andtransition of accounts from our legacy (on prem) or pro (cloud) platform.Role TypeFull-Time. 2–4 years of relevant experience preferred.About the RoleWe are hiring aTechnical Support Specialistto join our customer support team and serve as a front-line resource for our pathology lab clients. You will be the first point of contact for client issues, questions, and requests — troubleshooting application problems, walking users through workflows, and escalating complex issues to senior support and engineering when needed.This is a customer-facing technical role. You will spend your day in our ticketing system, on email,and phone with US-based lab clients, and in our internal team channels collaborating with support, implementation, and engineering colleagues.Strong communicationskills and a customer service mindset are essential.WhatYou’llWork OnFront-line support forIntelliPathPro clients (tier 1 and tier 2 tickets)Troubleshooting application issues, configuration questions, and user errorsInvestigating data issues, report generation problems, and workflow questionsServing in our after-office hours call rotation to provider client support during non-business hoursTesting feature enchantments, bugs,



and product development within our Spirit cycleMaintaining and improving our internal knowledge base and client-facing documentationKey ResponsibilitiesTicket Management & TriageMonitor and respond to incoming client tickets inClickUp(our ticketing system)Triage incoming issues by priority, urgency, complexity, and clientDocument client issues clearly and thoroughly, including reproduction steps and screenshotsTrack tickets through resolution and follow up with clients to confirm fixesEscalate complex or high-impact issues to senior support, implementation, or engineering teamsLearn and understand laboratory workflow in conjunction with our LIS to best serve each customerClient CommunicationCommunicate with US-based lab clients via email, phone (RingCentral), Microsoft Teams, andClickUpRespond to clients with clarity, empathy, and professionalismWalk clients through application workflows, troubleshooting steps, and configuration changesManage client expectations on resolution timelines and follow-upsBuild trusted relationships with key client contacts over timeInvestigate reported issues using application logs, and reproduction in test environmentsIdentifyrecurring issues and surface them to product / engineering for upstream fixesValidate fixes and product changes before deploying or communicating to clientsDocumentation & Knowledge SharingMaintain and improve internal support documentation,client documentation, andSOPsCreate and update client-facing help articles and training materialsShare learnings with the support team to improve collective knowledgeContribute to onboarding materials for new clients and new team membersRequired Skills2–4 years of experience in technical support, customer support,



or application support rolesStrong English communication skills— written and verbal — with the ability to clearly communicate with US-based clients and internal teamsExperience supporting SaaS products, business applications, or healthcare softwareBasic to intermediate SQL knowledge (querying databases to investigate issues)Familiarity with ticketing systems (ClickUp, Zendesk, Jira Service Management, Freshdesk, or similar)Strong problem-solving and troubleshooting skillsCustomer service mindset — patient, empathetic, and professionalAbility to work US Eastern Time business hours (~8:00 AM – 6:30 PM EST)Good to HaveExperience with healthcare software, LIS, EMR, or laboratory operationsFamiliarity with HL7 interfaces, Mirth Connect, or healthcare data integrationsExperience reading application logs and basic debuggingExposure to .NET applications or SQL ServerImplementation or onboarding experience with SaaS productsComfort with documentation tools (Confluence, Notion,ClickUpDocs)An all-rounder mindset.We are a smallteam; Every hirewearsmultiple hats. This role may flex into implementation support, documentation, or QA work as neededCustomer-obsessed.Our clients stay with us for 15+ years on average. We protect that with excellent serviceCurious and technical.Comfortable digging into logs, running SQL queries, and learning complex clinical workflowsStrong communicator.US clients value clear, professional communication — in writing and on the phoneLong-term mindset.We hire for retention. We invest heavily in training and want partners who will grow with usWorking ArrangementFully remoteBased in Latin America — we are open to candidates across the region; ColombiapreferredWorking hours aligned to US Eastern Time business hours (~8:00 AM – 6:30 PM EST)Engaged on a contractor basis(full-time)Reporting & TeamYou will report to our Support Lead and work closely with our Implementation team, Interface Engineer, and Director of Customer Success. You will have direct exposure to the CEO and the broader NetSoft team based in Atlanta, GA.#J-18808-Ljbffr

📌 Technical Support Specialist (Colombia)
🏢 NetSoft
📍 Colombia