Manage a high-volume, multi-channel ticket queue with strong attention to detail.
Respond to all tickets within SLA to ensure immediate acknowledgment.
Touch all active tickets every 24 business hours with meaningful updates.
Resolve most inbound queries independently using AI tools, guides, Notion, and Knowledge Base.
Capture critical data (Org IDs, User IDs, timestamps, reproduction steps) to document issues.
Escalate unresolved issues with required technical templates.

🎯 Requirements

2+ years of experience in Technical Support.
Based in Mexico; not considering candidates outside Mexico.
Ticketing system experience.
Experience troubleshooting SaaS.
Google Apps suite proficiency (Docs, Sheets, etc.).
Live chat and email support experience; operating ticket queues.

🎁 Benefits

Remote-first, distributed team.
Equal opportunity employer.

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