Job Description

Technical Support Representative Tier 3 | Bogotá (WAHA)\nBe part of a structured, high-performance technical support environment where you will handle advanced technical cases and provide expert-level solutions. This role offers exposure to complex systems, continuous learning, and professional growth within a stable and process-driven campaign.\n\nWhat youll be doing:\n Provide Tier 3 technical support for development tools and enterprise software solutions.\n Analyze, diagnose, and resolve complex technical incidents escalated from Tier 1 and Tier 2 teams.\n Perform root cause analysis and deliver accurate, long-term solutions.\n Use advanced troubleshooting techniques and technical documentation to resolve cases.\n Maintain clear and professional communication with internal teams and stakeholders.\n Accurately document incidents, actions, and resolutions in internal systems.\n Meet productivity, quality, and performance KPIs defined by the campaign.\n\nWere looking for someone who:\n Has technical studies in systems (technical degree, technologist, or professional career preferred).\n Has experience in call center technical support environments (preferred).\n Has experience supporting development tools or enterprise software platforms.\n Has an English level B2+ \n Can type 30 WPM with 90% accuracy.\n Is analytical, detail-oriented, and comfortable handling high-complexity technical cases.\n\nConditions:\n Contract type: Indefinite term\n Work modality: WAHA Bogotá\n Workload: Full time | 42 hours per week\n Salary:\n Training salary: COP $2,406,976 / month\n Production salary: COP $3,008,720 / month\n\nSchedules\nTraining (TRN):\n Monday to Friday | 7:00 a.m. 5:00 p.m.\n 4 weeks of training\nOperations (OPS):\n Operational window: 7:00 a.m. 8:00 p.m.\n Weekends OFF\n\nBonuses / Benefits:\n Performance-based bonuses of up to 15% of salary, based on metric achievement.\n Stable employment with an indefinite-term contract.\n Continuous technical training and skill development.\n Career growth opportunities within a global technical support operation.\n\nAbout the Campaign:\nThis Tier 3 support campaign focuses on resolving advanced technical issues escalated from lower support levels. The role requires strong analytical skills, deep technical knowledge, and adherence to structured support processes.\n\nThis is what sets us apart:\nYou will be part of a people-centered organization recognized for operational excellence and a strong performance culture. We foster collaboration, continuous improvement, and professional development in a respectful work environment.\nWe are committed to diversity, equity, and inclusion, ensuring every individual is valued and supported throughout their professional journey.\n Make a difference with the TOP Team!",