50 Ofertas de Sitel en Medellín

Role Overview

You’re the first line of defense for both our customers and internal users. You’ll troubleshoot platform issues, manage our IT systems (workstation setups, email, VPNs) and build QA automation to keep releases rock-solid.

• Respond to Tier-1 support tickets from B2B clients and internal employees
• Install, configure and maintain employee workstations, email accounts, VPNs and collaboration tools
• Document IT policies, maintain asset inventory and coordinate with external vendors for hardware/support
• Design, build and execute automated test cases (UI, API) to validate features and regression checks
• Report and track defects in Jira; work closely with engineers to verify fixes
• Set up of test environments

• 2+ years in IT support or QA roles, ideally in a SaaS or fast-paced environment
• Hands-on with Windows, macOS and common enterprise tooling (Google Workspace, Office 365)
• Experience writing and running automated tests (Selenium, Cypress, Postman, etc.)
• Familiarity with ticketing systems (Jira, Zendesk) and basic networking concepts
• Attention to details, comprehensive testing strategies
• GREAT (not good) communication skills
• Fluency in both English and Spanish

• Basic scripting ability (Python, Bash) for automation
• Knowledge of containerized testing environments and CI/CD integration
• Customer-centric mindset with strong troubleshooting instincts
• Meticulous attention to detail and process discipline

At Neurologic Digital, we thrive on collaboration and ownership , and we believe true innovation happens face-to-face. While you’re welcome to work from anywhere, we come together in our shared space 2–3 days each week —bringing our teams in Colombia, the U.S. and beyond into one room to spark creativity through real-time exchange. In cross-functional pods, you’ll lead projects end-to-end alongside engineers, PMs and success specialists, all united by our mission to build the future of AI.

• Competitive salary + equity so you share in our success
• Hybrid-flex policy : work remotely, but join us in the office 2–3 days weekly to co-create
• Full benefits package with local and global providers
• Learning stipend for conferences, courses or certifications
• Quarterly hack weeks & offsites —we’ll fly our LatAm and U.S. teams together to innovate and bond
• Hybrid-flex schedule : remote work plus 2–3 office days to co-create

To take the next step, simply give our AmazeVoice HR Assistant, Jacob, a call at . You’ll speak immediately with our digital assistant—no holds, no gatekeepers—to share your name, background and role of interest. Jacob will test your technical prowess and from there, one of our team members will reach out to guide you through the rest of the process. We welcome every qualified candidate in the Austin area who’s passionate about building the future of AI—let’s talk!

Overview

We’re looking for a Technical Support Specialist to join our Global Technical Support organization. This role is focused on resolving product-related issues, managing technical cases end-to-end, and delivering consistent, high-quality customer outcomes. You will maintain full ownership of your cases—driving resolution directly or coordinating with senior specialists and internal teams when deeper technical involvement is required. Success in this role means taking clear accountability for your casework, communicating proactively with customers, and ensuring issues are resolved efficiently and thoroughly. You’ll bring technical depth, attention to detail, and a structured approach to every interaction.

• Serve as the primary technical point of contact for support cases, ensuring timely triage, investigation, and resolution
• Lead the case lifecycle from initial intake through closure, escalating thoughtfully when advanced expertise or system-level debugging is needed
• Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with clear, replicable steps
• Deliver consistent communication and updates to customers throughout the resolution process
• Document case findings thoroughly, contributing to internal knowledge and process improvements
• Identify common support patterns and collaborate with peers and leaders to drive case deflection and support optimization
• Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy

• 2–4 years of experience in technical support, systems support, or application support engineering
• Working knowledge or exposure to PHP
• Working knowledge of SQL, including the ability to debug and interpret code and queries
• Ability to read and understand JavaScript in a support and troubleshooting context
• Comfort with Linux-based systems and ability to operate in command-line environments
• Understanding of the LAMP stack (Linux, Apache, MySQL, PHP) and web application fundamentals
• Familiarity with REST and SOAP APIs, browser developer tools, and interpreting logs
• Experience supporting CRM platforms (SugarCRM strongly preferred)
• Strong communication skills and customer-first mindset
• Proven ability to manage a support workload with ownership, structure, and attention to detail

• Experience supporting SaaS applications in a fast-paced, technically complex environment
• Familiarity with support and workflow platforms like HubSpot, Salesforce
• Prior work involving CRM customization, configuration, or integration
• SugarCRM certification or relevant technical credentials
• Demonstrated ability to contribute to internal documentation and case deflection strategies
• Experience with Oracle, Microsoft SQL Server (MsSQL), and Microsoft IIS

Where do you fit?

SugarCRM is hiring a Manager of Technical Support to lead frontline support execution across your designated region. This role is foundational to our support delivery strategy—ensuring timely, high-quality technical support through clear operational oversight, team performance management, and hands-on execution.

As a Customer Technical Support Leader, you will manage a team of Technical Support Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You’ll also work closely with your global peers, Product, and Support Operations to continuously raise the bar on operational excellence and user outcomes.

• Own daily support execution for your region, ensuring consistent performance against operational goals and SLAs
• Manage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning
• Ensure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalations
• Lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery
• Monitor and improve case handling efficiency, FRT, resolution time, and overall support quality
• Conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency
• Implement and reinforce global support workflows, documentation practices, SOPs, and case management standards
• Partner with Support Operations to adopt and roll out new tools, QA standards, and enablement programs across the team
• Drive continuous improvements in case flow efficiency, escalation prevention, and internal collaboration
• Serve as an accountable point of contact for customer escalations within your region, ensuring visibility, timely action, and clear internal coordination
• Elevate the voice of the customer through clear documentation of pain points and feedback loops with Product and Engineering
• Support implementation readiness and customer transitions in partnership with other cross-functional teams

• 2 years of experience in people leadership roles within a technical support environment
• Proven ability to drive support team performance, productivity, and accountability at a regional or functional level
• Strong understanding of case management principles, support tooling, and SLA-driven operations
• Demonstrated success implementing performance improvement plans and structured coaching
• Excellent organizational and execution skills with a bias toward action and clarity
• Effective communicator, able to lead with transparency and inspire commitment to goals
• Familiarity with Salesforce, HubSpot, or similar platforms; CRM product exposure preferred

• Experience leading support delivery teams in SaaS or enterprise software environments
• Working knowledge of CRM systems (SugarCRM preferred) and technical troubleshooting processes
• Exposure to operational frameworks such as ITIL, Six Sigma, or Agile service management
• Understanding of workforce forecasting, support analytics, and case routing logic

As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.

• Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, Payment Ops, and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
• Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
• Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors.
• Provide expert support on onboarding issues affecting payees, including validation and server errors.
• Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
• Maintain internal documentation and actively contribute to knowledge-sharing across the team.

• Professional Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
• Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
• API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
• Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
• Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
• Troubleshooting and Problem-Solving Skills: Excellent analytical abilities with a strong customer-centric mindset.
• Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
• API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
• Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
• Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
• Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player.

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $.3 billion. With total funding of just over 550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it - a mission to which we are constantly committed.

Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination.

Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.

We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below:

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• Resume/CV (pdf, doc, docx, txt, rtf)
• Work model: Hybrid (3 days in the office, 2 days from home)
• Are you comfortable with our work-from-home options?

As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience.

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $.3 billion. With total funding of just over 550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

In this role, you will be responsible for:

• Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication.
• Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
• Provide expert technical support on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution.
• Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
• Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
• Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
• Maintain internal documentation and actively contribute to knowledge-sharing across the team.

About you

• 3+ Years of Experience: Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
• Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
• Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
• Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
• Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
• Excellent analytical abilities with a strong customer-centric mindset.
• Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.
• Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
• Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
• Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
• Self-motivated, quick learner, adaptable, and an effective team player.

Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting.

Our Mission

Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust, reliability and innovation. Tipalti means we handled it" - a mission to which we are constantly committed.

Accommodations
Tipalti champions inclusive teams, in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups, and maintain an equitable Talent Acquisition process that is free from discrimination.

As an equal opportunities employer, Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process, including access to alternate formats of materials, meeting spaces, or other accommodations that could better enable your full participation, please reach out for assistance.

Privacy
We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process, please refer to our Job Candidate Privacy Notice below:

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