Position SummaryWe are looking for a detail-oriented, technically skilled, and customer-obsessed Technical Escalations Specialist to bridge the gap between Customer Support, Product, and Engineering.
In this role, you will act as the primary gatekeeper and advocate for customer-reported issues.
You will be responsible for triaging complex technical challenges, replicating bugs, writing comprehensive developer-ready issue reports, and driving critical customer-impacting defects toward rapid resolution.This is an on-site role in Bogotá.
Key ResponsibilitiesIntake, Triage & PrioritizationReview incoming escalations and classify them accurately as defects/bugs, product questions, or feature requestsAssess business impact and customer urgency to assign appropriate priority levelsFilter out duplicate issues, known workarounds, and user errors before escalating to engineeringReproduction & Technical ValidationIndependently reproduce reported issues across relevant operating environments and configurationsGather crucial diagnostics, logs, network traces, console errors, and session recordings required by EngineeringValidate core functionality and distinguish genuine defects from intended system behaviorEngineering Escalation & AdvocacyDraft clear, actionable, and structured bug reports (e.g., in Jira) containing exact reproduction steps, expected vs. presente behavior, and environment detailsRoute issues directly to the appropriate engineering teams according to internal SLAsServe as the customer advocate during bug triages to ensure critical, revenue-impacting issues receive appropriate engineering priorityProduct Expertise & Cross-Functional CommunicationServe as an internal subject matter expert,



resolving complex product inquiries or routing them to specialized team membersCategorize and tag incoming user feedback and feature requests to surface trends and insights for the Product Management teamClose the feedback loop by keeping customer-facing teams informed when requested features or enhancements are deliveredProvide regular status updates to Support, Customer Success, and Account Management regarding open bugs, hotfixes, and patch releasesVerify and validate fixes in staging and production environments prior to closing tickets and confirming resolution with customer-facing teamsProcess Ownership, Metrics & PreventionOwn and refine the end-to-end escalation lifecycle, handoff criteria, and SLA tracking between Support and EngineeringTrack and report on key operational metrics (e.g., Time to Escalate, Escalation-to-Bug Ratio, Engineering SLA Adherence)Identify recurring problem areas and systemic bugs to advocate for long-term root-cause remediationConduct regular training and enablement sessions for Tier 1/2 Support agents to continuously improve initial escalation qualityRequired Skills / AbilitiesAdvanced English proficiency, both verbal and written2+ years in Technical Support, Tier 2 Support, or Product OperationsProficiency with issue-tracking tools (Jira, Linear, GitHub Issues) and support ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud)Hands-on experience inspecting browser developer tools (Network/Console tabs), reading server/application logs, and working with APIs (Postman, cURL)Exceptional communication skills with the ability to translate complex technical concepts into plain language for non-technical stakeholdersStrong problem-solving instincts with a methodical approach to isolating variables during defect reproductionExperience authoring internal documentation, knowledge base articles, or runbooks (preferred)
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📌 Technical Escalations Specialist (Bog) (Bogotá)
🏢 Horatio
📍 Bogotá