The Role
Provide first-line technical support for LATAM customers: troubleshoot, reproduce, and document issues in the ticketing system; communicate resolutions; maintain the internal knowledge base; identify recurring problems and suggest process improvements to enhance product stability and customer experience.
Summary Generated by Built In
🚀 Customer Support Engineer – Tier 1 (LATAM)
Synergy Beam Solutions is innovating the future of telecommunications for modern call center operations. As we launch our next-generation platform, we're seeking a passionate and sharp Tier 1 Customer Support Engineer to join our fully Remote LATAM team.
You will be the front line of technical support for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional.
Tasks
What You'll Be Doing:
Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.
* Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system.
* Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
* Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency.
* Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.
Requirements
What You Bring to the Team:
Experience: At least 1 year in a dedicated Technical Support, Helpdesk, or IT role.
* Technical Acumen: Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools.
* Communication: Exceptional customer communication skills (written and verbal).
* Language: Professional working proficiency in English (B2/Upper-Intermediate or higher).
* Mindset: Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base.
Great to Have (Bonus Skills):
Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack.
* Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems.
* Experience with Kubernetes or general containerized environments.
Synergy Beam Solutions is innovating the future of telecommunications for modern call center operations. As we launch our next-generation platform, we're seeking a passionate and sharp Tier 1 Customer Support Engineer to join our fully Remote LATAM team.
You will be the front line of technical support for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional.
Tasks
What You'll Be Doing:
Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support.
* Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system.
* Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability.
* Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency.
* Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution.
Requirements
What You Bring to the Team:
Experience: At least 1 year in a dedicated Technical Support, Helpdesk, or IT role.
* Technical Acumen: Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools.
* Communication: Exceptional customer communication skills (written and verbal).
* Language: Professional working proficiency in English (B2/Upper-Intermediate or higher).
* Mindset: Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base.
Great to Have (Bonus Skills):
Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack.
* Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems.
* Experience with Kubernetes or general containerized environments.
Skills Required
- At least 1 year in a Technical Support, Helpdesk, or IT role
- Ability to troubleshoot application workflows, reproduce issues, and document end-to-end
- Experience using Google Chrome Developer Tools
- Exceptional written and verbal customer communication skills
- Professional working proficiency in English (B2/Upper-Intermediate or higher)
- Reliable, organized, detail-oriented, and flexible to cover LATAM support shifts
- Familiarity with Prometheus, Grafana, Kibana, or ELK stack
- Basic understanding of Jira
- Basic SQL knowledge
- Understanding of HTTP/API fundamentals
- Familiarity with VoIP systems
- Experience with Kubernetes or containerized environments
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Synergy Beam is an IT services company specializing in the implementation, integration, and maintenance of business information systems. They offer a broad range of solutions, from SMB business tools to enterprise-wide information systems. Their capabilities include enterprise cybersecurity and comprehensive cloud solutions—including public, private, and hybrid models—as well as professional guidance on the design and construction of data center facilities.
