Job Title: Technical Support Lead

Location: Remote – Latin America Preferred (Colombia Preferred)

Type of Contract: Contractor or EOR

Salary Range:

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Contractor: $1,700 – $2,300 USD/month

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EOR: $1,700 – $2,000 USD/month

Language Requirements: Fluent English (written and spoken)

Role Overview

We are seeking a Technical Support Lead with strong experience in SaaS environments and API troubleshooting to lead and elevate our support operations.

In this role, you will own complex technical escalations, guide support best practices, and mentor team members, while continuing to deliver high-quality customer support. Your impact will be critical in improving customer satisfaction, retention, and operational efficiency.

Key Responsibilities

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Act as the primary escalation point for complex technical and API-related issues

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Troubleshoot advanced technical problems via email, chat, and video calls

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Lead investigations into API integrations, system errors, and edge-case scenarios

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Oversee and support billing-related inquiries,



including identifying discrepancies and root causes

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Provide guidance and mentorship to junior support representatives

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Help define and improve support processes, SOPs, and documentation

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Collaborate cross-functionally with Customer Success, Product, and Engineering teams

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Monitor support metrics (SLAs, response times, resolution quality) and drive improvements

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Ensure accurate and structured documentation using tools like Zendesk or Intercom

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Identify recurring issues and proactively recommend product or process improvements

Must-Have Qualifications

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4+ years of experience in technical support, customer support, or similar roles (SaaS environment preferred)

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Strong experience troubleshooting API integrations (REST APIs, webhooks, etc.)

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Proven ability to handle escalations and complex technical issues independently

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Excellent English communication skills (written and verbal)

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Strong analytical thinking and advance

📌 Technical Support Lead (Bogotá)
🏢 Nearshore Business Solutions
📍 Bogotá