Technical Support Engineer L1

About the role

The Technical Support Engineer L1 provides first‑level technical assistance to customers, drivers, administrators and internal stakeholders. You will be the primary point of contact for troubleshooting hardware, software, connectivity, video telematics and platform‑related issues, ensuring a high‑quality customer experience.

Key responsibilities

• Provide first‑level technical support and act as the main contact for hardware, software, connectivity and video telematics issues.
• Diagnose problems, resolve incidents within defined procedures, and document all interactions.
• Escalate complex cases to higher‑level support when necessary.
• Maintain accurate records in support tools and ensure timely follow‑up with customers.

Required profile

• Advanced English (B2 or higher) – both verbal and written.
• Full‑time availability and willingness to work onsite at Torre Krystal, Bogotá.
• At least 1 year of experience in Technical Support, Help Desk, Service Desk, Customer Support or IT Support.
• Basic knowledge of support tools such as Zendesk, Jira, Confluence, Salesforce and ServiceNow.
• Excellent communication skills and ability to empathize with a wide range of personality types.

Required skills

• Zendesk
• Jira
• Confluence
• Salesforce
• ServiceNow

What we offer

• Competitive compensation package including base pay, incentives, overtime and shift differentials.
• Annual merit increase based on performance.
• Paid training (onsite or work‑from‑home).
• Discounts for corporate and retail partners with a Sutherland ID.
• Strong supervisory support and career development opportunities.
• Competitive salary with an attainable performance‑based incentive structure.
• Paid vacation and sick leave.
• Comprehensive health and life insurance plan.
• Paid referral program.
• Reward and recognition programs.