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Technical Support Engineer

Basic Information

Ref Number

Req_00076066

Last day to apply

22-Jul-2025

Primary Location

GT - Guatemala - Torre Pradera

Country

Guatemala

Work Style

On Site

Description and Requirements

What is this role about?
As a Technical Support Engineer, you'll apply critical thinking and problem-solving skills to
manage complex end-user support cases. With an expert-level understanding of
our client's platform, you'll navigate intricate workflows, integrations, automations, APIs, and more.
Collaboration with internal teams ensures seamless communication and high-quality
resolutions.

Main Responsibilities:
  • Conduct in-depth troubleshooting and resolve complex client inquiries through our
  • main support channels.
  • Investigate root causes of issues, isolating problems and referencing technical
  • documentation.
  • Collaborate with business and engineering teams for transparent communication
  • and efficient issue resolution.
  • Develop regular reports to gauge platform health and quality.
  • Work closely with higher support tiers to enhance the platform products.
  • Other related tasks as assigned, with schedule flexibility being mandatory.

Mandatory Requirements:
  • Schedule flexibility - Required
  • Able to work onsite - Required

Qualifications:
  • Leadership qualities with a positive attitude, empathy, and high energy.
  • Ability to take initiative, adapt, and multitask effectively.
  • Excellent interpersonal skills, commitment to customer experiences, and the drive to
  • resolve issues.
  • Creativity, innovation, proactive ownership, and accountability.
  • Efficient decision-making, problem-solving skills, and management abilities.
  • Technical experience with CSS, Javascript, HTML, API -REST, JSON, SQL, and SaaS.
  • Experience with inspecting and diagnosing web and mobile applications (iOS &
  • Android).
  • Proficiency in English (B2 level), G-suite, and experience with quality processes.
  • Preferred qualifications include a Bachelor’s degree in Systems Engineering, or
  • equivalent, graduation from Basecamp, and 2+ years of technical support experience,
  • preferably in B2B and SaaS products.


Additional Job Description

handle complex support issues by applying problem-solving skills and deep platform knowledge, while working with internal teams to ensure smooth and effective resolutions.
Language Reference
English

EEO Statement

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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