Hireframe
More roles at HireframeTechnical Support Specialist
Remote role where the employee must remain based in a particular country.
Colombia only
Employer listed it 3 days ago · Added 2 days ago
First listed 3 days ago and still open.
Salary
Not stated
Location
Colombia only
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $95k–$150k a year, a typical range taken from 243 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Colombia. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Colombia, Remote"
- Job description states: "located in the United States"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.
You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.
What you'll own:
Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
Ask effective diagnostic questions, document findings, and determine the appropriate next step.
Own assigned cases through resolution, including timely customer updates and follow-up.
Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
Maintain accurate case records in Zendesk, Jira, and other support systems.
Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
Work closely with Customer Experience, Field, and Engineering as support processes evolve
Requirements
3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.
Must have prior US-hours experience.
Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
Comfortable talking to both non-technical end users and engineers or field techs.
Individual contributor, not a team lead, but brings enough seniority.
Spanish/English bilingual is strongly preferred.
Nice to have:
HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
Permanent remote work flexibility
Paid Time Off
Requirements
- ·3+ years in customer-facing technical support or remote troubleshooting. Hardware, connected devices, appliances, or field service experience is a strong plus.
- ·Must have prior US-hours experience.
- ·Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths). Can work in gray areas without a script.
- ·Comfortable talking to both non-technical end users and engineers or field techs.
- ·Individual contributor, not a team lead, but brings enough seniority.
Benefits
- ·Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- ·Permanent remote work flexibility
- ·Health Maintenance Organization (HMO) coverage
- ·Annual performance bonuses
- ·Dedicated coaches offer an extra channel of support and skill-building
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Hireframe, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 2d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $95k to $150k per year · You'll be taken to the employer's careers page.