Customer Success Engineer – Level 1 (IT Help Desk) – Colombia Cloudpso Bogota, D.C., Capital District, Colombia Join or sign in to find your next job Join to apply for the Customer Success Engineer – Level 1 (IT Help Desk) – Colombia role at Cloudpso Customer Success Engineer – Level 1 (IT Help Desk) – Colombia Cloudpso Bogota, D.C., Capital District, Colombia 21 hours ago Be among the first 25 applicants Join to apply for the Customer Success Engineer – Level 1 (IT Help Desk) – Colombia role at Cloudpso Get AI-powered advice on this job and more exclusive features. About The Role The ideal candidate will have a proven track record in troubleshooting SaaS technology issues and solutions. Using excellent customer service skills, this individual will support the Global Technical Help Desk Support Team, troubleshoot customer technology issues, dispatch tickets to the proper front-end or back-end support engineering team, and address user problems professionally and in a timely manner. This is a remote, full-time contractor position. Key Responsibilities Provide direct service for IT networks and customer service to users inside and outside the company Work closely with the pooled team of engineers to answer questions and escalate to teams as needed Work within our Autotask ticketing system to create detailed work logs and technical documentation Escalate issues to designated Tiers as needed, as well as set customer expectations for follow-up (e.g., when to expect a follow-up contact and by whom) Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to address technical issues promptly. Demonstrate superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, multi-platform environments Resolve escalated customer problems utilizing appropriate internal and external resources Work independently as part of a larger team Communicate effectively across teams such as Product Management, R&D, QA, Professional Services, and Management to resolve technical issues Work flexible hours as needed to meet customer needs and escalations Be available to work at designated shifts aligned with customer requirements Requirements 5+ years’ experience as a Technical Support Engineer Strong troubleshooting and diagnostic skills, with the ability to implement quick workarounds Experience with business software support, especially Microsoft products Knowledge of cybersecurity and Microsoft Productivity Tools is essential Leadership skills to manage and motivate a remote team Advanced understanding of network and database structures Experience troubleshooting using remote support software Collaborate with Technical Support Engineers to ensure timely resolution of support cases Manage end-to-end case resolution efficiently Proactively review and evaluate support cases for reduction opportunities Familiarity with customer technical environments and planning for enhancements Experience in diverse client environments Proficiency with remote monitoring and troubleshooting tools Experience with Active Directory and tools like Datto Autotask PSA, RMM, Proofpoint, Sentinel-One, Iron-Scales Keeper Ability to work independently and demonstrate ownership Provide professional, courteous customer service Experience with Microsoft Dynamics 365 CRM solutions Excellent communication, attention to detail, and problem-solving skills Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries IT Services and IT Consulting Referrals can double your chances of interviewing at Cloudpso. #J-18808-Ljbffr