Customer Support Specialist II

? Location: Colombia – Remote

? Salary: 2,000,000 COP FTE

? Employment Type: Full-Time

? Work Arrangement: Remote

About the Role

We are looking for a Customer Support Specialist II to join our remote support team in Colombia. This role is ideal for someone with strong technical troubleshooting and customer service experience who can independently manage customer cases from initial contact through resolution.

You will investigate more complex customer issues, identify potential causes, provide clear troubleshooting guidance, and collaborate with Level III, Product, and Engineering teams when additional technical expertise is required.

Key Responsibilities

- Manage customer issues through live chat and ticketing platforms , including Zendesk and Intercom.
- Independently troubleshoot product, account access, authentication, permissions, browser, mobile-device, connectivity, and application-performance issues.
- Reproduce reported issues and gather relevant technical information, including:
- Reproduction steps
- Error messages
- Screenshots
- Logs
- Account information
- Environment and device details
- Provide customers with structured troubleshooting instructions, workarounds, and clear next steps.
- Own cases through the complete resolution cycle and confirm successful customer outcomes.
- Prioritize cases based on customer impact, urgency, and service-level expectations.
- Identify situations requiring escalation to Level III, Product, or Engineering teams .
- Create complete and actionable escalations that document business impact, expected vs. vigente behavior, troubleshooting performed, and supporting evidence.
- Maintain accurate ticket notes, categorization, ownership, and resolution documentation.




- Contribute to knowledge-base articles, FAQs, troubleshooting guides, and internal support documentation.
- Identify recurring customer issues and communicate trends to senior support specialists and internal teams.
- Follow security, privacy, access, and customer-data handling requirements.

What You'll Do Day-to-Day
- Manage a queue of customer conversations and support tickets with varying levels of urgency and complexity.
- Investigate issues that require more than standard first-line troubleshooting.
- Reproduce customer problems and isolate potential causes across different devices and environments.
- Communicate clearly and empathetically throughout the troubleshooting process.
- Keep customers informed when issues require additional investigation or involvement from another team.
- Collaborate with Level III specialists and internal technical teams.
- Verify fixes and workarounds before closing customer cases.
- Document lessons learned and contribute to improvements in support processes.
- Meet quality, productivity, service-level, documentation, and customer-experience expectations.

Requirements
- 2+ years of experience in technical customer support, preferably supporting a B2B SaaS product.
- Experience independently owning customer cases from intake through resolution.
- Strong understanding of:
- Web and mobile applications
- Browsers
- Operating systems




- Account access and permissions
- Basic networking concepts
- Strong analytical and problem-solving abilities with a methodical approach to troubleshooting.
- Ability to gather technical evidence and create clear, actionable escalations.
- Excellent written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical customers.
- Strong case-management, documentation, and organizational skills.
- Experience with Zendesk, Intercom, or comparable customer support platforms .
- Ability to work independently while collaborating effectively with distributed teams.
- Commitment to continuous learning and improving support processes.

Preferred Qualifications
- Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues .
- Experience supporting enterprise or operational software customers.
- Familiarity with maintenance, manufacturing, facilities, or asset-management workflows .
- Experience working with technical support teams or escalation processes.

Why Consider This Opportunity?
- Fully remote opportunity within Colombia.
- Opportunity to work on complex technical customer issues.
- Collaborate with Product, Engineering, and senior technical support teams.
- Develop deeper expertise in SaaS troubleshooting and customer support.
- Work in a structured environment focused on customer experience, problem-solving, and continuous improvement.

Interested? If you have experience in technical customer support, SaaS support, troubleshooting, case management, or escalation handling , we'd love to hear from you.

Apply with your updated resume to be considered for this opportunity.

📌 Customer Support Specialist (Colombia)
🏢 GraceMark Solutions
📍 Colombia