Tech Support Agent – AI Training for Smart Home Devices

About the role

We are looking for a Tech Support Agent to join an innovative project that trains artificial‑intelligence models to solve Smart Home device issues. You will use your Tier‑2 technical support experience to create documentation, build knowledge bases, and help improve AI tools that assist customers.

Key responsibilities

• Create and document troubleshooting processes for smart‑home and streaming devices.
• Research manufacturer manuals and technical documentation.
• Build and maintain internal Knowledge Bases.
• Analyze technical problems, identify root causes, and propose solutions.
• Provide clear, structured solutions to train AI models.
• Participate in continuous improvement of AI‑driven support tools.

Required profile

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

Required skills

• Smart Home device troubleshooting (Alexa, Google Nest, Ring, etc.).
• Streaming device support (Roku, Fire TV, Smart TVs).
• Network troubleshooting (routers, Wi‑Fi).
• PC, laptop and printer support.
• Technical documentation and knowledge‑base creation.
• Analytical problem‑solving.

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.
• 100% on‑site work in Bogotá.