Tier 1 Helpdesk Technician

About the role

A customer-facing Support Engineer is needed to give fast, reliable, professional and empathetic first-line support to users of two core applications: one for internal operations teams and one for external customers. The role covers issue intake, triage, routing and prioritization, running documented runbooks, keeping ticket quality high and coordinating handoffs to engineering. It is office-based in La Castellana, Medellín, with one position available.

Key responsibilities

• Immediately acknowledge every incoming request, ticket it correctly and collect impact, environment, reproduction steps and attachments, setting clear expectations for next steps and updates.
• Map issues to the right runbook, validate severity and perform Tier 1 troubleshooting to decide what can be resolved at Tier 1 or must be escalated.
• Escalate issues with full context (evidence, impact, timeline, steps taken) and coordinate with Tier 2 Support, Product and Engineering.
• Give proactive, predictable customer updates according to SLAs, translate technical updates into clear language and handle communications about maintenance and outages.
• Keep tickets clean and complete from intake to closure, get customer confirmation before closing and attach follow-up actions.
• Surface recurring issues and workflow gaps, and take part in retrospectives to improve support processes.

Required profile

• Strong written and verbal communication with technical and non-technical people.
• Ability to own workstreams end to end and solve problems independently.
• Good organization and attention to detail, especially on ticket documentation.
• Ability to work with Engineering, Product and Customer Success teams.
• Preferred: bachelor's degree or equivalent experience, technical support background, SLA-driven team experience, familiarity with monitoring tools and dashboards, basic SQL, and proficiency in collaboration tools.

Required skills

• Ticketing systems such as ServiceNow, Zendesk or Jira Service Management.
• Preferred: ServiceNow, Asana, Notion, Slack and Microsoft Teams.

What we offer

• Indefinite-term contract with full legal benefits.
• Health insurance (100% employer-paid).
• Paid time off beyond legal requirements.
• Career growth opportunities.