We’re looking for a Tech Customer Support Specialist to join a fast-growing SaaS company that helps thousands of businesses worldwide scale smarter with data-driven tools. You’ll become a subject matter expert on the platform, helping users solve technical issues, guiding them through setup, and ensuring they have a seamless experience from onboarding to advanced use.
This role is perfect for someone who’s technically curious, enjoys problem-solving, and thrives on creating great customer experiences.
Responsibilities- Resolve support tickets by troubleshooting technical issues (API integrations, custom domain setup, general product use) and providing clear solutions.
- Respond to live chats: Answer real-time questions ranging from subscription and onboarding to more advanced product use.
- Host quick support calls: Take scheduled Zoom calls (usually <30 min) to guide customers through specific challenges.
- Document solutions: Create and maintain Knowledge Base articles for both customers and the internal team, helping reduce support volume and empower self-service.
- +3 years in SaaS support or a customer-facing technical role (startup or fast-growth environment a plus).
- Ability to quickly self-learn new software and become a subject matter expert without constant guidance.
- Familiarity with API integrations (especially Zapier and CRMs), and custom domain setup, like creating CNAME records and A records (you don’t need to be an engineer, but you should be comfortable learning the basics).
- Excellent written and verbal communication in English (B2 high or C1).
- Empathy, patience, and a customer-first mindset.
- Bonus: Experience writing documentation, support articles, or training content.
• Fully remote — work from anywhere.
• USD salary — competitive pay aligned with US market rates.
• Benefits — PTO and other perks depending on the client.
• Work with US-based companies building exciting, impactful products.
• Join collaborative, high-performance teams that value your input and expertise.
Top Skills
What We Do
Since 2010, we’ve helped startup founders and fast-growing companies worldwide “staff and scale” their software design and engineering teams. Our sole purpose is to help ensure you have the best talent on your team to accomplish your technology and business requirements.
We are located in Colombia, which is in the center of the western hemisphere. Our team is focused on hiring in the top 5% of developers and designers in Colombia.
Benefits
• Collaboration: Partners have complete visibility throughout the candidate selection process and collaborate with the Ideaware recruitment team to interview and secure the best talent.
• Allocation: Your hand-selected team is 100% fully dedicated to you.
• Managed operation: Ideaware provides the operational support and facilities for your team to do their best work.
• Working Hours: The Ideaware teams work within the EST (GMT-5) to PST (GMT-8) time zones to ensure overlap with your workday across North America.
• Proximity: The Ideaware office is only a 2-hour flight from Miami or 5 from Dallas.
• Transparent costs: Flat monthly rates and no hidden fees.
• Cost savings: Potential savings of up to 60% of the costs from hiring a US-based team.
• Culture: We encourage our partners to embrace the software design and engineering teams as their own. These teams will feel like a seamless extension of your company.
