Job Title : Tier 1 Helpdesk Technician

Location : Lorena neighborhood (by Viva Laureles), Office-based

Positions Available : 3

Shifts Available : From 7:00AM to 4:00PM (Monday-Friday), From 2:00PM to 11:00 PM (Monday - Friday), From 11:00PM to 7:00AM (Monday-Friday)

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

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.

Key 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 1or 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, predictable updates to customers based on SLA and promised cadences.



Translate technical updates from engineering into clear, concise customer language. Handle outward communication of internally reported issues, system maintenance, and large outages as required.
- Operational Quality : Maintain clean, complete ticket documentation from intake to closure. Gather customer confirmation before closing and ensure follow-up actions (runbook updates, postmortem links) are attached. Ensure all tickets adhere to SLAs and operational standards.
- Continuous Improvement :Surface recurring issues, workflow gaps, documentation needs. Participate in retros and feedback loops to continually improve support processes and user experience.

Qualifications and Experience :

- Strong written and verbal communication skills with both technical and non-technical stakeholders.
- Demonstrated ability to own workstreams from end-to-end by proactively working with stakeholders, synthesizing information, and driving resolution through independent and proactive problem-solving.
- Proficiency using ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) for routing, SLA tracking, and documentation.
- Strong organizational skills and attention to detail, especially in maintaining ticket hygiene and documentation quality.
- Ability to collaborate effectively with cross-functional teams such as Engineering, Product, and Customer Success.

Preferred Qualifications :





- Experience in a technical support, service desk, or customer-facing operations environment.
- Prior experience operating within SLA-driven teams.
- Familiarity with monitoring tools, incident dashboards, or observability platforms.
- Basic understanding of databases and SQL.
- Proficient in collaboration and project management tools such as ServiceNow, Asana, Notion, Slack, and Microsoft Teams.

Additional Benefits :

- Comprehensive AXA Colpatria Fesalud Amparado health insurance (100% employer-paid)
- All legally mandated Colombian benefits
- Paid Time Off beyond legal requirements
- Opportunities for career growth within the company

Título del puesto : Tecnico de Suporte Nível 1

Ubicación : Barrio Lorena (cerca de Viva Laureles), Trabajo en oficina

Puestos disponibles : 3

Turnos disponibles: De 7:00 a 16:00 (lunes a viernes), de 14:00 a 23:00 (lunes a viernes), de 23:00 a 7:00 (lunes a viernes)

Rango salarial base : $3.500.000 - $4.500.000 COP mensuales, según experiência y dominio del inglés

Descripción del puesto : Buscamos tres Tecnicos de Soporte con experiência en atención al cliente para brindar soporte de primera línea rápido, confiable, cualificado y empático a los usuarios de nuestras dos aplicaciones principales, una que respalda a nuestros equipos de operaciones internas y otra que atiende a nuestros clientes externos.

En este puesto, se encargará de la recepción, clasificación, asignación y priorización de incidencias para garantizar que se aborden rápidamente, según la gravedad y el impacto en el negocio. Ejecutará manuales de procedimientos documentados, mantendrá la calidad de los tickets y coordinará transferencias fluidas y completas al equip

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