**Job Description** At Superstaff, we are looking for a highly motivated and technically skilled **Technical Support Analyst** to join our Customer Experience (CX) team. This person will be the frontline technical expert, providing essential support to our CRM software users. We are seeking someone who loves problem\-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools like Airflow, GCP, and Kibana. This is not a traditional support role; you will dive deep into technical details to solve complex challenges and ensure our customers' success. **Key Responsibilities:** * **Partner with customers directly:** Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity. * **Resolve technical issues:** Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues. * **Go deep on logs and systems:** Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior. * **Partner cross\-functionally:** Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes. * **Act as the customer’s technical advocate:** Identify trends, pain points, and usability issues that affect product success and surface them internally. * **Document and improve:** Build internal playbooks and recommend process changes to reduce ticket volume and improve first\-response resolution. **You'll be a great fit for this role if you have:** * **Customer Orientation:** You understand that solving a customer’s issue means thinking beyond the ticket queue—it means driving product value and clarity. * **Technical Problem\-Solving:** You are comfortable investigating logs, debugging distributed systems, and understanding job flows and file\-based integrations. * **Communication Skills:** You have the ability to clearly explain complex technical concepts to non\-technical users—both written and verbally. * **Curiosity:** You ask why things work the way they do, dig deep into unfamiliar tools, and constantly look for better ways to solve problems. **Required Qualifications:** * **2–4 years of experience** in a technical support or application support role at a SaaS company. * **Strong proficiency in SQL** for querying databases and investigating data integrity issues. * Hands\-on experience investigating issues across backend and cloud systems (e.g., GCP, AWS). * Demonstrated ability to translate complex technical issues into actionable next steps. **Preferred Qualifications:** * Familiarity with CRM, ERP, or other data\-heavy software environments. **What We Offer:** * A competitive monthly salary of **$4,200,000 COP**. * A direct, **indefinite\-term contract** (contrato a término indefinido) providing long\-term stability. * **All legal benefits in Colombia** ("prestaciones de ley," including health, pension, etc.). * A stable **Monday to Friday, day\-shift schedule** for a great work\-life balance. * **All necessary work equipment** (laptop, etc.) provided by the company. * The opportunity to work **100% remotely** from anywhere in Colombia. * A key role with a direct impact on customer satisfaction and product quality. If you are ready to join a dynamic team, solve technical challenges, and be the voice of the customer, we want to hear from you! Please apply through this platform to be considered Tipo de puesto: Tiempo completo Pregunta(s) de postulación: * Using the CEFR scale (A1, A2, B1, B2, C1, C2\), what is your professional English level? * This role requires using SQL to investigate data integrity and troubleshoot issues in backend systems. Do you have direct, hands\-on experience performing these specific tasks?