Technical Support Engineer L1

The Technical Support Engineer is responsible for providing first-level technical support to customers, drivers, administrators, and internal stakeholders. This role serves as the primary point of contact for troubleshooting hardware, software, connectivity, video telematics, and platform-related issues. The TSE I will diagnose problems, resolve issues within defined procedures, document interactions, and escalate complex cases when necessary while ensuring a high-quality customer experience. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a passion for technology. This position requires the ability to work in a fast-paced environment, manage multiple priorities, and communicate effectively with both technical and non-technical users. Advanced English level. Both verbal and written (B2 or higher) Full time availability Availability to work Onsite (Bogotá – Torre Krystal) in a fast-paced environment. 1+ year of experience in a Technical Support, Help Desk, Service Desk, Customer Support, or IT Support role. Basic Knowledge on technical support using tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow. Excellent communication skills: verbal, written, listening Understand and empathize with customers when interacting with a wide range of different personality types. Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts. Annual merit increase based on performance. Paid Training whether onsite or in work at home. Discounts for several corporate and retail partners for services and products once Sutherland ID is presented. Excellent training and supervisory support - to help you feel comfortable servicing our customers. Competitive Salary with attractive and attainable PBI structure. Paid vacation and sick leave annually. Exceptional Health and Life Insurance Plan Paid referral program Career development & growth opportunities for advancement. Excellent Reward and recognition programs.