Tech Support Agent

About the role

We are seeking a Tech Support Agent to join an innovative project that uses your technical expertise to train Artificial Intelligence models for solving Smart Home device issues. You will work on‑site in Bogotá, collaborating with a team to improve AI‑driven support tools.

Key responsibilities

• Create and document troubleshooting processes for smart devices.
• Research technical documentation and manufacturer manuals.
• Build and update knowledge bases.
• Analyze technical problems and identify root causes.
• Help train AI models with clear, structured technical solutions.
• Participate in continuous improvement of AI tools applied to technical support.

Required profile

• Tier 2 technical support experience or higher.
• Hands‑on experience with Smart Home devices (Alexa, Google Nest, Ring, cameras, thermostats).
• Proficiency with Roku, Fire TV, Smart TVs and other streaming devices.
• B2‑level English proficiency or above.

Required skills

• Smart Home platforms (Alexa, Google Nest, Ring, cameras, thermostats).
• Streaming devices such as Roku and Fire TV.
• Routers, Wi‑Fi networks and connectivity troubleshooting.
• Hardware and software support for PCs, laptops, printers and connected devices.

What we offer

• Base salary above market average with performance and hiring bonuses.
• Indefinite‑term contract with full legal benefits.
• Monday‑to‑Friday schedule (8 am – 5 pm ET) with weekends off.
• 100 % on‑site work in Bogotá.