Overview
Technical Customer Support Representative Jobs in Latin America at Tecla
Title: Technical Customer Support Representative
Company: Tecla
Location: Latin America
*Native/Bilingual English is required for this role (read/written/spoken)
Please upload your CV Resume in English.
Monthly salary: $1,500 – $1,800 USD
Along with our partner, we are seeking a Technical Customer Support Representative to be the front line of the experience for their customers. Our partner is a growing technology company that builds mission-critical hardware and software solutions used every day by government agencies, municipalities, law enforcement, public safety agencies, and emergency services across the country. Their customers count on their products to do their jobs reliably and safely.
You'll own technical issues end-to-end, from first call to resolution, across hardware and software. If you like solving puzzles, talking to people, and seeing the impact of your work in the real world, read on.
What You’ll Do:
- Resolve customer technical issues by phone, email, and remote session, and follow through until they are actually fixed.
- Configure, test, ship, and install their hardware and software systems.
- Deliver remote training to customer teams on their products and best practices.
- Write and maintain support documentation, troubleshooting guides, and training materials.
- Partner with Product and Engineering to surface recurring issues and improve the product itself.
- Use AI tools to work faster and smarter. You will use them for drafting responses, debugging, summarizing tickets, and more.
What Success Looks Like in Your First 90 Days:
- Independently resolving Tier 1 tickets across their core product line.
- Completing your first customer installation from start to finish.
- Identifying at least one documentation gap and filling it.
- Incorporating their AI tools into your daily support workflow.
- Developing working knowledge of their core hardware and software stack, with minimal escalation needed.
What We’re Looking For:
- Curious Problem Solver: Comfortable troubleshooting across hardware and software. You don’t need to be an expert in their stack on day one, but you need to be willing to dig in and find solutions.
- Customer-Focused: 3+ years in technical support, customer service, or a hands-on technical role. You make customers feel heard.
- Concise Communicator: Able to explain a technical issue to a non-technical customer clearly and professionally.
- AI-Native: Fluency with AI tools, or eagerness to develop quickly. They will train you on their stack.
- Ownership Mindset: Curiosity, follow-through, and accountability define how you work. You close loops without being chased.
- Industry Awareness: Familiarity with or interest in serving government, public safety, or law enforcement clients is a plus.
Benefits:
- A fully remote position with a structured schedule that supports work-life balance.
- Collaborative environment with close interaction across Support, Product, and Engineering teams.
- Two weeks of paid vacation per year.
- 10 paid days for local holidays.
*Please note our partner is only looking for full-time dedicated team members who are eager to fully integrate within their team.
