About us: Come as U are, because U Matter at Ubiquity.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

We're Hiring!

English is a Must, Non-bilingual candidates won't be considered for this position.

About the Role

We are looking for a Senior Technical Support Advisor to join our team and provide advanced technical expertise across connected consumer technology products.

In this role, you will troubleshoot complex technical issues involving smart home devices, networking, security systems, connected devices, and consumer technology. You will also review and validate technical troubleshooting recommendations generated by Helm’s AI, helping identify gaps, inaccuracies, and opportunities to continuously improve support workflows and knowledge resources.

This is an excellent opportunity for a technical support professional with strong advisor skills and hands-on experience across connected technology ecosystems who enjoys solving complex problems and working in a rapidly evolving technical environment.

Key Responsibilities

- Troubleshoot complex issues involving connected consumer technology products.
- Review and validate technical troubleshooting recommendations generated by Helm's AI.
- Identify gaps, inaccuracies, and opportunities for improvement in support workflows.
- Support the development and improvement of technical knowledge resources.




- Provide subject matter expertise on smart home, networking, security, and connected-device technologies.
- Document technical issues, troubleshooting steps, solutions, and recommendations clearly and accurately.
- Communicate complex technical concepts in a clear and easy-to-understand manner.
- Collaborate with cross-functional teams to improve technical support processes and customer experiences.
- Stay up to date with emerging connected-device technologies, platforms, and troubleshooting methodologies.

Required Experience

- BPO Experience is a required
- Experience in technical support, technical operations, telecom support, smart home support, or a related technical field.
- Experience troubleshooting hardware, software, networking, and connected-device issues.
- Strong analytical and problem-solving skills.
- Ability to explain technical concepts clearly in both written and verbal communication.
- Experience documenting technical issues, troubleshooting steps, and recommendations.
- Comfortable working in rapidly evolving technical environments.
- Experience working in a Tier 2, Tier 3, SME, or advanced technical support environment is highly preferred.
- Experience providing gaming technical support is a plus
- Preferred Product Expertise

Candidates with Tier 1 experience may be considered if they can demonstrate deep expertise in a specific product category and experience resolving complex technical issues beyond standard scripted troubleshooting. All candidates should possess expertise in one or more of the following product categories:

Home Security & Cameras

Smart Home & Automation

Home Networking & Connectivity

Consumer Technology & IoT

Video game systems and consoles

📌 Senior Technical Support Advisor (Bogotá)
🏢 Ubiquity
📍 Bogotá