The Role
Provide first-line support for customers and internal staff: triage and resolve issues, reproduce and document product bugs, perform straightforward fixes, manage accounts/access, track tickets to resolution, maintain help docs, and collaborate with engineers to reduce repeat tickets.
Summary Generated by Built In
About the Role
We're hiring IT Help Desk Technicians to be the first line of support for both end users and the
product itself. The role operates much like a support engineer, but at an entry level — handling
customer-facing issues, working straightforward bug fixes, and resolving everyday internal IT
needs. It's a strong on-ramp for someone early in their career who's technical, dependable, and
genuinely enjoys solving problems for people.
This is an evergreen contract with no set end date, open to candidates based anywhere in
LATAM.
About Gloo
Gloo is a technology platform serving the faith and flourishing ecosystem. Based in Boulder,
Colorado, the company helps mission-driven organizations amplify their impact by powering
their technology and expanding their reach — through a values-aligned AI platform alongside
marketing and donor solutions. Gloo connects a broad ecosystem of churches, ministries, and
nonprofits committed to helping people flourish and communities thrive.
What You'll Do
- Serve as the first point of contact for incoming support requests, triaging and resolving
issues or escalating when needed.
- Support customer-facing product issues — reproduce reported problems, document them
clearly, and resolve or hand off to engineering.
- Work straightforward bug fixes under guidance, closing the loop with the people who
reported them.
- Handle internal IT support: employee accounts, access and permissions, hardware,
software, and connectivity.
- Track tickets through to resolution and keep status, notes, and ownership current.
Write and maintain simple help docs and internal knowledge-base articles for recurring
issues.
- Partner with support engineers and developers to spot patterns and reduce repeat tickets.
Midwestern Interactive · We are an equal opportunity partner. All qualified applicants are considered without regard to protected status.
What We're Looking For
- A genuine interest in technology and a knack for troubleshooting — formal experience is
welcome but not required.
- Clear, patient written and verbal communication; able to explain technical things to
non-technical people.
- Comfort navigating common tools (ticketing systems, email/account admin, basic command
line or web tooling).
- Organized and reliable, with the discipline to track many open issues without dropping
them.
- Based in LATAM and able to work collaboratively in a remote, distributed team.
Nice to Have
- Prior help desk, technical support, or customer support experience.
- Exposure to web technologies (HTML, CSS, basic JavaScript) or reading application logs.
- Familiarity with a ticketing/help desk platform (e.g., Zendesk, Freshdesk, Jira Service
Management).
- Basic scripting or a path toward a support-engineering track.
Tech & Tools
Day-to-day you'll work across support tooling and the basics of the product stack. Exposure to
any of the below is a plus.
- Ticketing Systems
- Account / Access Admin
- Web Basics
- Log Reading
- Remote Support
- Knowledge Base
Skills Required
- Genuine interest in technology and troubleshooting
- Clear, patient written and verbal communication
- Comfort navigating ticketing systems, email/account administration, and basic command line or web tooling
- Organized and reliable; able to track many open issues without dropping them
- Based in LATAM and able to work collaboratively in a remote, distributed team
- Prior help desk, technical support, or customer support experience
- Exposure to web technologies (HTML, CSS, basic JavaScript) or reading application logs
- Familiarity with ticketing/help desk platforms (e.g., Zendesk, Freshdesk, Jira Service Management)
- Basic scripting or a path toward a support-engineering track
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The Company
What We Do
Midwestern Interactive, LLC is a U.S.-based software and product development firm that delivers cloud and mobile applications, digital strategy, and creative/media services. The company provides scoped projects, embedded engineering teams, and recruiting/talent services to help clients accelerate product development and scale technical capability. Founded in 2012 and headquartered in Joplin, MO, Midwestern focuses on end-to-end product delivery and talent partnerships for growing businesses.
