Position Summary

We are looking for a detail-oriented, technically skilled, and customer-obsessed Technical Escalations Specialist to bridge the gap between Customer Support, Product, and Engineering. In this role, you will act as the primary gatekeeper and advocate for customer-reported issues. You will be responsible for triaging complex technical challenges, replicating bugs, writing comprehensive developer-ready issue reports, and driving critical customer-impacting defects toward rapid resolution.

This is an on-site role in Bogotá.

Key Responsibilities

Intake, Triage & Prioritization

• Review incoming escalations and classify them accurately as defects/bugs, product questions, or feature requests.
• Assess business impact and customer urgency to assign appropriate priority levels.
• Filter out duplicate issues, known workarounds, and user errors before escalating to engineering.

Reproduction & Technical Validation

• Independently reproduce reported issues across relevant operating environments and configurations.
• Gather crucial diagnostics, logs, network traces, console errors, and session recordings required by Engineering.
• Validate core functionality and distinguish genuine defects from intended system behavior.

Engineering Escalation & Advocacy

• Draft clear, actionable, and structured bug reports (e.g., in Jira) containing exact reproduction steps, expected vs. actual behavior, and environment details.
• Route issues directly to the appropriate engineering teams according to internal SLAs.
• Serve as the customer advocate during bug triages to ensure critical, revenue-impacting issues receive appropriate engineering priority.

Product Expertise & Cross-Functional Communication

• Serve as an internal subject matter expert, resolving complex product inquiries or routing them to specialized team members.
• Categorize and tag incoming user feedback and feature requests to surface trends and insights for the Product Management team.
• Close the feedback loop by keeping customer-facing teams informed when requested features or enhancements are delivered.
• Provide regular status updates to Support, Customer Success, and Account Management regarding open bugs, hotfixes, and patch releases.

• Verify and validate fixes in staging and production environments prior to closing tickets and confirming resolution with customer-facing teams.

Process Ownership, Metrics & Prevention

• Own and refine the end-to-end escalation lifecycle, handoff criteria, and SLA tracking between Support and Engineering.
• Track and report on key operational metrics (e.g., Time to Escalate, Escalation-to-Bug Ratio, Engineering SLA Adherence).
• Identify recurring problem areas and systemic bugs to advocate for long-term root-cause remediation.
• Conduct regular training and enablement sessions for Tier 1/2 Support agents to continuously improve initial escalation quality.

Required Skills / Abilities

• Advanced English proficiency, both verbal and written.
• 2+ years in Technical Support, Tier 2 Support, or Product Operations.
• Proficiency with issue-tracking tools (Jira, Linear, GitHub Issues) and support ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud).
• Hands-on experience inspecting browser developer tools (Network/Console tabs), reading server/application logs, and working with APIs (Postman, cURL).
• Exceptional communication skills with the ability to translate complex technical concepts into plain language for non-technical stakeholders.
• Strong problem-solving instincts with a methodical approach to isolating variables during defect reproduction.
• Experience authoring internal documentation, knowledge base articles, or runbooks (preferred)