Technical Support Specialist

About HeyMilo

HeyMilo is one of the fastest-growing AI recruiting platforms in North America, backed by leading Silicon Valley investors and trusted by top staffing agencies, BPOs, and Fortune 100 companies.

Our AI agents automate candidate engagement, eliminate fraud, accelerate screening, and help hiring teams make better decisions, faster. As our customer base grows, so does the complexity of the workflows and real-time systems we support, and we need someone who can dig into the technical details.

About the Role

We're looking for a Technical Support Specialist based in LATAM who can bridge the gap between our users and our engineering team. You'll handle the more technical side of support: investigating real-time session issues, debugging browser and connectivity problems, monitoring system health, and helping resolve complex problems that require more than a scripted answer.

If you like solving puzzles, are comfortable working with browser-based technologies, and want to be part of a team that's building something genuinely exciting, this role is for you.

What You Will Do

• Investigate and resolve technical support tickets involving real-time sessions, browser compatibility, audio/video connectivity, and platform access issues.

• Debug problems related to WebRTC connections, network conditions, device permissions, and browser behavior.

• Work within Pylon and Salesforce to manage, document, and resolve technical cases.

• Reproduce reported bugs and provide detailed technical context to engineering teams for faster resolution.

• Monitor session health and system performance, proactively identifying issues before they escalate.

• Help users troubleshoot device, browser, and network configurations to ensure a smooth experience.

• Contribute to internal documentation, runbooks, and troubleshooting guides so the team can scale its knowledge.

• Partner closely with engineering teams to stay current on product changes and known issues.

Who You Are

• You have 2+ years of experience in technical support, IT support, or a technical customer-facing role at a SaaS or technology company.

• You're comfortable troubleshooting browser-based applications, including issues related to WebRTC, audio/video, permissions, and network connectivity.

• You have a solid understanding of how web applications work (HTTP, DNS, browser dev tools, console logs).

• You know your way around support and CRM tools like Pylon and Salesforce.

• You can communicate technical concepts clearly to both technical and non-technical audiences.

• You're a self-starter who doesn't wait to be told what to investigate next.

• You're comfortable working remotely and collaborating with teams across multiple time zones.

• You're fluent in English (written and spoken) and in Spanish, Portuguese, or both.

Nice to Have

• Experience monitoring or supporting real-time communication systems (video, voice, or streaming).

• Familiarity with tools like Postman, browser dev tools, or log analysis platforms.

• Exposure to webhooks, event-driven architectures, or observability tooling.

Why Join HeyMilo

• Work on real, complex technical challenges at a company that's scaling fast.

• Develop deep expertise in AI, real-time systems, and enterprise software.

• Have a direct line to Product and Engineering, where your input actually shapes what gets built.

• Grow your career in a high-trust environment that rewards curiosity and ownership.