Technical Support Analyst - 100% Remote

Location: Colombia, Argentina, Brazil & Jamaica

Work Mode: Remote – BYOD (Bring Your Own Device)

Department: Operations / Delivery

Reports to: Team Leader

About Influx

Influx is a global customer experience and operations partner that helps fast-growing companies scale their support, operations, and back-office teams with world-class talent. We operate across multiple countries and time zones, providing opportunities for professionals to work with international clients, modern technologies, and diverse teams

At Influx, we believe that people are our greatest asset. We invest heavily in training, leadership development, and continuous improvement to help our team members grow both professionally and personally. Our culture is built on accountability, collaboration, transparency, and high performance — while maintaining a strong focus on work-life balance and long-term career growt h

About the Role

Are you passionate about technology and enjoy solving problems? We're looking for a Technical Support Analyst to join our team and help ensure a smooth and reliable experience for our customers.

In this role, you'll be responsible for investigating technical issues, managing support tickets, documenting troubleshooting steps, and collaborating with technical teams to resolve incidents efficiently. You'll have the opportunity to strengthen your technical skills while working with enterprise customers and learning about modern IT infrastructure and SaaS environments.

We're looking for someone with a solid foundation in IT support, a structured approach to problem-solving, and a strong sense of ownership. You don't need to know everything already — we're looking for someone eager to learn, communicate effectively, and know when to escalate an issue.

What You'll Do

• Manage support tickets: Receive, investigate, prioritize, and track technical support requests using ticketing platforms.
• Troubleshoot technical issues: Perform initial investigations involving operating systems, connectivity, networking, servers, and SaaS applications.
• Document findings: Record reported symptoms, troubleshooting steps, available logs, and test results to ensure clear and complete incident documentation.
• Collaborate with technical teams: Escalate complex issues to the appropriate teams, providing the information needed to support efficient resolution.
• Communicate with customers: Provide clear, professional updates regarding ticket status, troubleshooting progress, and next steps.
• Follow established procedures: Apply support guidelines consistently while maintaining accurate records and ensuring appropriate follow-up.
• Take ownership: Monitor open tickets, follow through on pending actions, and ensure effective handoffs until the issue reaches the appropriate resolution stage.

What We're Looking For

• Experience: 1–2 years of experience in Technical Support, IT Help Desk, Service Desk, SaaS Support, or a similar role.
• Technical foundations: Basic knowledge of operating systems, networking, servers, and technical troubleshooting.
• Ticket management: Experience using ticketing platforms such as Zendesk, Jira Service Management, ServiceNow, or similar tools.
• Technical documentation: Ability to clearly document symptoms, troubleshooting steps, logs, and test results before escalating an issue.
• English proficiency: B2 level or higher, with the ability to communicate effectively in both written and spoken English with enterprise customers and global technical teams.

Nice-to-Have Skills

The following skills are a plus, but they are not required to apply :

• Linux: Familiarity with basic commands, processes, file systems, and log analysis.
• Networking: Understanding of IP addressing, DNS, TCP/IP, connectivity, and latency.
• Cloud and infrastructure: Basic understanding of cloud computing, IT infrastructure, and SaaS services.
• Containers and Kubernetes: Introductory knowledge of containerization and Kubernetes concepts.
• B2B technical support: Previous experience handling technical incidents for business customers.

The Qualities That Will Help You Succeed

• Attention to detail: You follow procedures carefully and ensure documentation is accurate and complete.
• Analytical thinking: You approach technical problems logically, investigate potential causes, and follow a structured troubleshooting process.
• Communication under pressure: You remain professional and communicate clearly, even when handling urgent or complex incidents.
• Ownership and accountability: You take responsibility for your assigned tickets, follow up on pending actions, and ensure smooth handoffs.
• Sound escalation judgment: You recognize the limits of your technical knowledge and escalate issues promptly when additional expertise is required.

Technical Requirements (BYOD)

• Reliable and stable internet connection.
• Computer with minimum Intel Core i5 processor or equivalent.
• Noise-canceling headset.
• A fully functional laptop and reliable high-speed internet are required (Windows operating system only; iOS is not supported).

Working Conditions & Benefits

• 100% remote work modality.
• Stable employment contract.
• Career growth opportunities within an international organization.
• Supportive and collaborative work environment.

Why Join Us?

• Be part of a fast-growing global organization with international exposure.
• Work with innovative clients and cutting-edge tools.
• Build a long-term career with continuous learning and development opportunities.
• Enjoy a remote-first culture that values accountability, autonomy, and performance.