Technical Support Engineer L1
The Technical Support Engineer is responsible for providing first-level technical support to customers, drivers, administrators, and internal stakeholders. This role serves as the primary point of contact for troubleshooting hardware, software, connectivity, video telematics, and platform-related issues. The TSE I will diagnose problems, resolve issues within defined procedures, document interactions, and escalate complex cases when necessary while ensuring a high-quality customer experience.
The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a passion for technology. This position requires the ability to work in a fast-paced environment, manage multiple priorities, and communicate effectively with both technical and non-technical users.
- Advanced English level. Both verbal and written (B2 or higher)
- Full time availability
- Availability to work Onsite (Bogotá – Torre Krystal) in a fast-paced environment.
- 1+ year of experience in a Technical Support, Help Desk, Service Desk, Customer Support, or IT Support role.
- Basic Knowledge on technical support using tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow.
- Excellent communication skills: verbal, written, listening
- Understand and empathize with customers when interacting with a wide range of different personality types.
- Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
- Annual merit increase based on performance.
- Paid Training whether onsite or in work at home.
- Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
- Excellent training and supervisory support - to help you feel comfortable servicing our customers.
- Competitive Salary with attractive and attainable PBI structure.
- Paid vacation and sick leave annually.
- Exceptional Health and Life Insurance Plan
- Paid referral program
- Career development & growth opportunities for advancement.
- Excellent Reward and recognition programs.