Customer Tech Support Tier 1 - LATAM

Customer Technical Support – Tier 1 (LATAM)

🌐 Remote | Full-Time | LATAM Region

Synergy Beam Solutions delivers end-to-end IT, Cybersecurity, and Business Application solutions. As part of our growth, we’re developing a next-generation telecommunications platform for modern call center operations — and we’re looking for a Customer Technical Support Engineer (Tier 1) to join our remote team.

You’ll be the first line of support for our LATAM clients — troubleshooting issues, documenting solutions, and ensuring an outstanding customer experience.

What You’ll Do

• Provide L1 technical support for business and communication applications.
• Troubleshoot, reproduce, and document customer issues in the ticketing system.
• Maintain internal knowledge base and IT process templates.
• Communicate clearly with customers to resolve incidents efficiently.
• Spot recurring issues and suggest improvements to reduce future problems.

What We’re Looking For

• 1+ year in a Technical Support or IT Helpdesk role.
• Strong troubleshooting and customer communication skills.
• Understanding of application workflows and business logic.
• Experience with Google Chrome Developer Tools.
• English: Upper-Intermediate (B2) or higher.
• Reliable, organized, and detail-oriented.
• Able to work flexible hours to support LATAM clients.

Bonus Skills

• Basic knowledge of Jira, Kibana, or SQL.
• Understanding of HTTP / API fundamentals.
• Familiarity with VoIP systems, Prometheus, Grafana, or the ELK stack.
• Basic grasp of Kubernetes or container environments.