Technical Support Agent

Alea

. Address client inquiries and technical issues via phone, email, chat, and Skype .

Posted 10/22/2026full-timeRemote • MexicoJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving software, system, and network-related issues while effectively managing client inquiries across multiple communication channels. Proficient in using ticketing systems and familiar with REST APIs to enhance customer support experiences.

Highest-signal resume keywords

Technical Support ExperienceREST API TroubleshootingTicketing Systems ProficiencyFluent in English and SpanishAdvanced Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLog ReviewMetrics AnalysisSoftware ConceptsTechnical Documentation

Soft Skills

Strong Communication SkillsTask ManagementCollaboration

Tools & Technologies

KibanaJiraTicketing Systems

Industry Keywords

Tech SupportSaaS EnvironmentCustomer SupportIncident Management

About the role

Key responsibilities & impact

Address client inquiries and technical issues via phone, email, chat, and Skype
Guide customers through troubleshooting steps
Follow up with clients to confirm issue resolution and gather feedback
Diagnose and resolve software, system, and network-related issues
Escalate recurring or complex issues to higher-level support or relevant teams
Log incidents and resolutions in ticketing systems while managing multiple cases
Collaborate with team members on complex issues
Share insights during team meetings
Create, update, and maintain knowledge base articles, FAQs, and technical guides
Stay informed about industry trends, tools, and technologies
Provide feedback on recurring issues for product and process improvement
Suggest and implement ideas to enhance the customer support experience

Requirements

What you’ll need

Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment
Familiarity with REST APIs and troubleshooting API calls
Experience with log review and metrics analysis using tools like Kibana
Basic software and technical concepts
Fluency in English and Spanish
Portuguese is a plus
Proficiency in using ticketing systems, such as Jira, or similar platforms
Strong verbal and written communication skills
Ability to explain complex technical concepts to technical and non-technical audiences
Advanced problem-solving skills
Ability to manage and prioritize tasks effectively

Benefits

Comp & perks

Fully remote work arrangement
Rotating weekly shift pattern
Multilingual work environment