Senior Tech Support Analyst

Visa

. Interface with the Elite Care primary team .

Posted 10/14/2026full-timeBogota • ColombiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with expertise in troubleshooting, debugging, and diagnosing customer issues. Proficient in Java coding, database management, and cloud computing, while maintaining excellent communication and relationship-building skills with customers and technology teams.

Highest-signal resume keywords

Technical Support ExperienceJava Coding ProficiencyDatabase Management (Oracle, DB2, SQL, MySQL)Cloud Computing ExperienceTroubleshooting and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Java CodingDatabase ManagementCloud ComputingLinux/Unix Operating SystemsWeb Service DebuggingTroubleshootingAnalytical SkillsTechnical SupportCase Tracking SystemsBug Tracking Systems

Soft Skills

Excellent Communication SkillsCustomer Relationship ManagementProblem-SolvingAnalytical ThinkingAbility to Work with Demanding Customers

Tools & Technologies

Bug Tracking SystemsCase Tracking SystemsKnowledge BasesVirtual MachinesPhysical Server Clusters

Industry Keywords

Technical SupportCustomer ServiceHigh Availability SystemsDistributed SystemsProduct Knowledge

Tech Stack

Tools & technologies

CloudDistributed SystemsJavaLinuxMySQLOracleSQLUnix

About the role

Key responsibilities & impact

Interface with the Elite Care primary team
Interface with customers via telephone, email, Teams sessions, and CMS
Troubleshoot, reproduce, debug, and diagnose customer issues
Provide prompt and accurate responses within SLA
Log software defects using a bug tracking system and work with technology and product teams to analyze and track defects to resolution
Provide regular customer follow-ups with recommendations, workarounds, updates, and action plans
Document action plans and progress in case tracking systems
Escalate complex issues to management according to established processes and guidelines
Leverage internal technical expertise, product documentation, knowledge bases, forums, and tools to resolve customer issues
Acquire required product knowledge and stay current with product updates
Build and maintain test environments and troubleshooting tools
Create internal or external knowledge-base articles and contribute to the team product knowledge base
Assist customers outside normal business hours, including weekends and holidays, if required
Provide onsite support at customer locations if required
Deliver knowledge-transfer sessions to customers and internal team members
Reduce or deflect support-request volume through customer education and proactive engagement
Develop strong relationships with customer and technology teams
Conduct weekly, semimonthly, or monthly case-review meetings to identify issue trends and corrective-action opportunities

Requirements

What you’ll need

5 or more years of relevant work experience with a Bachelors Degree, or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD), or 0 years of work experience with a PhD
8 years of working experience in technical support or relevant field
Excellent verbal and written communication skills in English
Good analytical and troubleshooting skills
Excellent problem-solving skills
Strong software background, specifically coding with Java or other languages, with experience in web services
Experience with Oracle, DB2, SQL, and MySQL databases
Experience in cloud computing services
Experience with Linux/Unix operating systems
Experience debugging and troubleshooting Web Service-based solutions
Experience working on large-scale homogeneous or heterogeneous distributed systems with high availability requirements on virtual machines and/or physical server clusters
Ability to speak expertly and communicate clearly with customers
Ability to work well with demanding customers
Ability to understand the urgency and sensitivity of customer cases
Ability to work from the office at least 3 days per week

Benefits

Comp & perks

Hybrid work arrangement alternating between remote and office
Office-based work 3 set days per week, generally 50% or more of the time
Accommodations available on request for candidates with disabilities