Customer Success Engineer – Level 1 (IT Help Desk) – Colombia CloudPSO is an Information Technology Outsourcing (ITO) company that specializes in acquiring qualified staff to solve complex digital problems, aiming to increase efficiency, reduce costs, and ensure compliance. Founded in 2017, CloudPSO provides businesses with a skilled workforce across various regions. We are based in Dallas, Texas, with a center of excellence in Pakistan, and have over 200 facility seats plus a remote Work-From-Home facility. Our company boasts in-house software development teams, advanced VOIP technology, and secure infrastructure. Our core values include client satisfaction, commitment, quality, and transparency. We focus on recruiting, training, and retaining top talent to help you achieve your business goals. CloudPSO optimizes enterprise IT operations, enabling transformation, innovation, and scaling. Job Description This is a remote position. About the Role The ideal candidate will have experience troubleshooting SaaS technology issues. They will support the Global Technical Help Desk, resolve customer technology problems professionally and promptly, and coordinate with support teams via ticket dispatching. This is a full-time remote contractor role. Key Responsibilities Provide IT network support and customer service to internal and external users. Collaborate with engineering teams to resolve questions and escalate issues appropriately. Use our Autotask ticketing system for detailed work logs and documentation. Escalate issues as needed and set clear customer expectations for follow-up. Participate in on-call rotations to address technical issues when scheduled. Manage complex issues with analytical and problem-solving skills in multi-platform environments. Resolve escalated customer problems using available resources. Work independently within a team environment. Communicate effectively with various company departments to resolve technical issues. Work flexible hours as required to meet customer needs. Requirements Minimum 5 years’ experience as a Technical Support Engineer. Strong troubleshooting, diagnostic, and quick workaround skills. Experience supporting business software, especially Microsoft products. Knowledge of cybersecurity and Microsoft Productivity Tools. Leadership skills for managing remote teams. Advanced understanding of network and database structures. Experience with remote support tools and troubleshooting techniques. Familiarity with Active Directory, Datto Autotask PSA, RMM, Proofpoint, Sentinel-One, Iron-Scales Keeper. Ability to operate effectively remotely, utilizing remote access and wireless technology. Excellent communication, problem-solving, and customer service skills. #J-18808-Ljbffr