Workana

Freelancer marketplace connecting clients with professionals

Technical Support Engineer - Help Desk

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in ArgentinaNo salary listed

About the Job

Requirements

Experience analyzing logs and monitoring tools such as Sentry or Grafana.
Ability to diagnose and reproduce technical incidents.
Basic knowledge of web development using PHP and/or JavaScript, ideally Vue.js.
Understanding of data structures such as JSON and XML for APIs and integrations.
Basic or intermediate knowledge of databases, including queries and simple adjustments.
Experience with no-code or low-code tools such as Retool or Zapier.
Experience of 2 to 4 years in technical support, engineering support, developer support, or technical customer support.
Advanced Spanish proficiency.
Intermediate or advanced English proficiency.

Responsibilities

Manage technical tickets escalated from the support team.
Analyze logs, errors, and system behavior.
Diagnose incidents and classify them as configuration, usage, bugs, or infrastructure issues.
Reproduce bugs reported by customers.
Resolve technical incidents or propose solutions and workarounds.
Escalate cases to Engineering with appropriate technical context.
Document tickets clearly and follow up with internal teams.
Prioritize incidents according to their impact.
Collaborate with Product and Engineering teams.

Desired Qualifications

Portuguese proficiency.
Experience providing technical support for SaaS products.
Experience in the restaurant sector.
Experience in customer service by phone or email.
Experience working closely with Engineering or Product teams.
Hardware support experience, including printers and routers.

Technical Support Engineer - Help Desk

Workana · Argentina (Remote) · — · Posted 2026-04-30

Workplace: remote

Department: Workana B2B LATAM

Description

En el equipo de Help Desk acompañamos a nuestros clientes en la resolución y gestión de incidencias o consultas, brindando soporte de forma eficiente y con empatía. Buscamos asegurar que cada interacción sea una oportunidad para resolver, ayudar y generar confianza.

Buscamos un/a Technical Support Engineer con enfoque en soporte técnico avanzado, capaz de analizar incidencias con profundidad, diagnosticar problemas y colaborar estrechamente con equipos de Engineering y Product.

Este rol funciona como un puente clave entre soporte y desarrollo.

Requirements

Gestionar tickets técnicos escalados desde el equipo de soporte.
Analizar logs, errores y comportamiento del sistema.
Diagnosticar incidencias y clasificarlas (configuración, uso, bug o infraestructura).
Reproducir bugs reportados por clientes.
Resolver incidencias técnicas o proponer soluciones/workarounds.
Escalar casos al equipo de Engineering con el contexto técnico adecuado.
Documentar tickets de forma clara y dar seguimiento con equipos internos.
Priorizar incidencias según su impacto.
Colaborar con equipos de Product y Engineering.

Requisitos técnicos

Buscamos un perfil analítico con interés por entender sistemas y resolver problemas técnicos:

Experiencia analizando logs y herramientas de monitoreo (ej. Sentry, Grafana).
Capacidad para diagnosticar y reproducir incidencias técnicas.
Conocimientos básicos de desarrollo web (PHP y/o JavaScript, idealmente Vue.js).
Comprensión de estructuras de datos como JSON y XML (APIs e integraciones).
Conocimientos básicos/intermedios en bases de datos (consultas y ajustes simples).
Experiencia con herramientas no-code / low-code (ej. Retool, Zapier).

Herramientas

Sistemas de ticketing como Linear, Zoho Desk o similares.

Idiomas

Español: avanzado
Inglés: intermedio/avanzado
Portugués: deseable

Experiencia

2 a 4 años en:
Technical Support
Engineering Support
Developer Support
Customer Support técnico

Deseable

Experiencia en soporte técnico en productos SaaS.
Experiencia en el sector restaurantero.
Experiencia en atención al cliente (teléfono/email).
Trabajo cercano con equipos de Engineering o Product.
Soporte de hardware (impresoras, routers, etc.).

Habilidades clave

Pensamiento analítico
Diagnóstico de problemas
Documentación clara
Priorización efectiva
Comunicación con perfiles técnicos y no técnicos
Enfoque en resolución de problemas

Horario

Jornada de 40 horas semanales
Lunes a viernes
Horario:
11:00 a 20:00 o
12:00 a 21:00 (horario España)
Incluye 1 hora de descanso

Apply

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About the Company

Workana

Freelancer marketplace connecting clients with professionals

Workana connects businesses with independent professionals in Latin America through a freelancer marketplace. Clients post projects and hire talent across fields like IT, design, marketing, and admin support, while freelancers create profiles, showcase skills, and bid on opportunities. The platform earns commissions on completed projects and uses an escrow system to securely hold client payments until the work is finished to the client's satisfaction. It differentiates itself by focusing on the Latin American market, using freelancer rankings and tiers, and growing through regional expansion and partnerships to simplify hiring remote talent with secure transactions.

Company size: 5,001-10,000
Company stage: Series C
Total funding: $15.8M
Headquarters: Buenos Aires, Argentina
Founded: 2012

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