Job Title: Tier 1 Helpdesk Technician

Location: La Castellana, Medellín, Office-based

Positions Available: 1

Contract Type: Indefinite-Term Contract with Full Legal Benefits

Shifts Available: From 2:00PM to 11:00 PM (Monday - Friday, holidays included)

Base Salary Range: $3,500,000 - $4,500,000 COP per month, based on experience and English proficiency

About the Role:

We’re looking for a customer-facing Support Engineer to provide rapid, reliable, professional, and empathetic front-line support for users of our two core applications, one supporting our internal operations teams, and one serving our external customers.
In this role, you’ll handle issue intake, triage, routing, and prioritization to ensure that issues are addressed quickly, according to severity and business impact. You will execute documented runbooks, maintain ticket quality, and coordinate smooth, complete handoffs to engineering when deeper technical investigation is required. You will play a critical role in managing all customer-facing communication, driving momentum,



and creating clarity for both internal teams and customers.

Responsibilities:

Customer Intake & Acknowledgment: Provide immediate, human acknowledgment for all inbound customer requests and ensure they are appropriately ticketed. Collect required intake details (impact, environment, reproduction steps, attachments) and set clear expectations for next steps and update cadence.
Triage & Severity Validation: Map issues to the correct runbook and validate severity based on customer impact. Perform Tier 1 level troubleshooting steps as defined in runbooks to determine whether issues can be resolved at Tier or must be escalated.
Escalation & Coordination: Escalate issues promptly when required, including complete context documentation (evidence, impact, timeline, steps taken). Coordinate with Tier 2 Support, Product, and Engineering teams to ensure smooth handoffs and maintain momentum.
Customer Communications: Deliver proactive

📌 Tier 1 Helpdesk Technician (Medellín)
🏢 TechPulse Latam
📍 Medellín