Bilingual Agent Technical Specialist

About the role

We are looking for a bilingual Technical Specialist to join an innovative project that uses your experience with smart‑home and connectivity devices to train artificial‑intelligence models. The role focuses on creating structured troubleshooting content rather than traditional call‑center activities.

Key responsibilities

• Create and document troubleshooting processes for smart devices and networks.
• Research technical documentation and manufacturer manuals.
• Build and maintain knowledge‑base articles.
• Analyze technical problems to identify root causes.
• Provide clear, structured solutions to train AI models.
• Contribute to continuous improvement of AI tools used in technical support.

Required profile

• Tier 2 technical support experience or higher.
• Hands‑on work with Smart Home devices (Alexa, Google Nest, Ring, cameras, thermostats, etc.).
• Experience with Roku, Fire TV, Smart TVs and other streaming devices.
• Knowledge of routers, Wi‑Fi networks and connectivity.
• Familiarity with hardware and software on PCs, laptops, printers and other connected devices.
• English proficiency at B2 level or above.
• Previous work at companies such as Asurion, Geek Squad, ISPs or telecommunications firms is a plus.

Required skills

• Smart Home device troubleshooting (Alexa, Google Nest, Ring, cameras, thermostats).
• Roku and Fire TV support.
• Smart TV and streaming device configuration.
• Router and Wi‑Fi network diagnostics.
• PC, laptop and printer hardware/software support.

What we offer

• Base salary above market average.
• Performance and hiring bonuses.
• Indefinite‑term contract with full legal benefits.
• Monday‑to‑Friday schedule (8 am‑5 pm ET).
• Weekends off; Colombian holidays worked as needed.
• 100 % onsite work in Bogotá.