{"id":3081867,"url":"https://alion.io/job/alea-technical-support-agent-latam","title":"Technical Support Agent - LATAM","company":{"id":1996905,"name":"Alea","domain":"alea.com","url":"https://alion.io/company/alea-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"CET","utc_offset_min":1,"utc_offset_max":1},"hiring_geo_confidence":"inferred","locations":["Mexico City, Mexico","Tegucigalpa, Honduras"],"countries":["MX","HN"],"hiring_countries":["MX","ES"],"hiring_countries_total":2,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Kibana","optional":false},{"name":"Rest API","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-10-22T10:46:51Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T17:54:33Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About the role\nThe Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space.\nThis is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00-02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.\nKey Responsibilities\nCustomer Support\nAddress client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses.\n\nGuide customers through troubleshooting steps to resolve technical problems.\n\nFollow up with clients to confirm issue resolution and gather feedback on the support experience.\n\nTechnical Troubleshooting\nDiagnose and resolve software, system, or network-related issues.\n\nEscalate recurring or complex issues to higher-level support or relevant teams.\n\nPerform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously.\n\nCollaboration and Knowledge Sharing\nPartner with team members to address complex issues and share insights during team meetings.\n\nCreate, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team.\n\nStay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery.\n\nProcess Improvement\nProvide feedback on recurring issues to help identify areas for product and process improvement.\n\nSuggest and implement ideas to enhance the customer support experience.\n\nRequired Qualifications\nExperience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.\n\nTechnical Knowledge:\nFamiliarity with REST APIs and troubleshooting API calls.\n\nExperience with log review and metrics analysis using tools like Kibana.\n\nBasic software and technical concepts (engineering degree not required).\n\nLanguages: Fluency in English and Spanish is required; Portuguese is a plus.\n\nSkills:\nProficiency in using ticketing systems (e.g., Jira) or similar platforms.\n\nStrong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.\n\nAdvanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.\n\nAdditional information\nThis is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00-02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.","description_format":"text","description_chars":2840,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Integration & API Management","iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-10-22T12:24:11Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":23,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/alea-technical-support-agent-latam","json_url":"https://alion.io/job/alea-technical-support-agent-latam.json","meta":{"generated_at":"2026-10-25T22:04:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31160,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1996905},"rest":"https://alion.io/mcp/rest/get_company?id=1996905"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falea-technical-support-agent-latam"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falea-technical-support-agent-latam"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falea-technical-support-agent-latam"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alea-technical-support-agent-latam\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falea-technical-support-agent-latam"}]}