The Role
Triages and reproduces complex customer-reported technical issues, gathers logs and diagnostics, writes developer-ready bug reports, and routes escalations to Engineering. The role advocates for customer-impacting defects, validates fixes, tracks escalation SLAs and metrics, identifies recurring issues, supports product feedback categorization, and trains support teams on escalation quality.
Summary Generated by Built In
Position Summary
We 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 & Prioritization- Review incoming escalations and classify them accurately as defects/bugs, product questions, or feature requests.
- Assess business impact and customer urgency to assign appropriate priority levels.
- Filter out duplicate issues, known workarounds, and user errors before escalating to engineering.
- Independently reproduce reported issues across relevant operating environments and configurations.
- Gather crucial diagnostics, logs, network traces, console errors, and session recordings required by Engineering.
- Validate core functionality and distinguish genuine defects from intended system behavior.
- Draft clear, actionable, and structured bug reports (e.g., in Jira) containing exact reproduction steps, expected vs. actual behavior, and environment details.
- Route issues directly to the appropriate engineering teams according to internal SLAs.
- Serve as the customer advocate during bug triages to ensure critical, revenue-impacting issues receive appropriate engineering priority.
- Serve as an internal subject matter expert, resolving complex product inquiries or routing them to specialized team members.
- Categorize and tag incoming user feedback and feature requests to surface trends and insights for the Product Management team.
- Close the feedback loop by keeping customer-facing teams informed when requested features or enhancements are delivered.
- Provide regular status updates to Support, Customer Success, and Account Management regarding open bugs, hotfixes, and patch releases.
- Verify and validate fixes in staging and production environments prior to closing tickets and confirming resolution with customer-facing teams.
- Own and refine the end-to-end escalation lifecycle, handoff criteria, and SLA tracking between Support and Engineering.
- Track 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 remediation.
- Conduct regular training and enablement sessions for Tier 1/2 Support agents to continuously improve initial escalation quality.
- Advanced English proficiency, both verbal and written.
- 2+ years in Technical Support, Tier 2 Support, or Product Operations.
- Proficiency 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 stakeholders.
- Strong problem-solving instincts with a methodical approach to isolating variables during defect reproduction.
- Experience authoring internal documentation, knowledge base articles, or runbooks (preferred)
Skills Required
- Advanced English proficiency, verbal and written
- 2+ years of experience in Technical Support, Tier 2 Support, or Product Operations
- Proficiency with issue-tracking tools such as Jira, Linear, or GitHub Issues
- Experience with support ticketing systems such as Zendesk, Freshdesk, or Salesforce Service Cloud
- Hands-on experience using browser developer tools, including Network and Console tabs
- Ability to read server and application logs
- Experience working with APIs using tools such as Postman or cURL
- Exceptional communication skills for translating technical concepts into plain language
- Strong problem-solving skills and a methodical approach to defect reproduction
- Experience authoring internal documentation, knowledge base articles, or runbooks
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The Company
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
