Technical Support
4 semanas atrás
We connect talented tech professionals in Latin America and Canada with remote career opportunities at innovative startups worldwide. We specialize in finding roles that align with your skills, experience, and career goals. Our personalized approach ensures you're matched with companies that value your contributions and offer opportunities for growth. Whether you're a software engineer, designer, marketer, or other tech professional, we're here to help you take the next step in your career. Company Overview Our client is a growing U.S.-based SaaS company transforming how legal teams collect and submit phone-based evidence. Their secure, SOC 2–certified platform helps lawyers and individuals extract texts, social media, and more—turning phone data into court-ready records. The small, tight-knit team is preparing for its next growth stage and a funding round early next year. Your Role As a Technical Support & Success Specialist, you’ll be the first dedicated support hire, ensuring each client’s extraction is reliable, deadline-safe, and stress-free. You’ll blend technical troubleshooting with empathetic communication and crisp documentation to keep sales focused and engineering unblocked. You’ll Monitor active extractions and anticipate client needs Respond to inbound questions via Intercom / HubSpot Guide clients step by step through the extraction process (chat or Zoom) Escalate clean, well-documented issues in Linear Maintain and update guides / checklists for recurring scenarios Track case time, blockers, and recurring issues Recommend managed extractions when appropriate Handle occasional credits / refunds with professionalism You Bring 2–4 years in customer or technical support (B2B or legal / IT helpful) Clear written and spoken English; confident leading short Zoom calls Working knowledge of iOS and Android (storage, drivers, cables, OS quirks) Experience with Intercom, HubSpot, Linear, or similar tools Organized approach to queues, logs, and follow-upsDetail-oriented documentation and escalation habits Comfort handling sensitive or legal data Calm communication under tight, deadline-driven conditions Bonus Points Background in legal support (assistant, paralegal, firm operations) Experience with managed services or white-glove client delivery Familiarity with GDPR / CCPA or data-handling best practices What’s Offered Fully remote, full-time contractor role (40 hrs / week) Competitive USD compensation ($1,500–$2,500 / month, based on experience) 2–3 weeks paid time off (prorated) Flexible work with U.S. business-hour overlap Small, high-trust team with direct access to leadership Visible impact and room to grow as the team expands Interview Process 1️⃣ Strengths Assessment (Wingfinder) – Short online exercise on problem-solving and collaboration 2️⃣ Discovery Call (Atomic) – Intro chat about your background and the role 3️⃣ Practical Exercise – Job-simulated task : guide a mock client or document a support case 4️⃣ Client Interviews (Hearsay) – Conversations with leadership to confirm fit and expectations #J-18808-Ljbffr
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Technical Support Engineer
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