Puzzle
Support and Technical Operations Engineer
RemoteHonduras only
- Role
- Support
- Employment
- Full-time
Salary not disclosed
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No BS summary
Technical support/operations engineer for a full-time remote role in Honduras. Needs experience in technical support, SaaS/IT support, customer operations, implementation, or similar, plus strong troubleshooting and clear written communication. CRM, web-based software, support tools, and customer communication systems are required.
Core skills
CRM platformsSupport toolsCustomer communication systems
Required skills
Web-based software
Optional skills
GoHighLevelTwilioVoIP toolsSynthflowAI voice assistant platformsHelp ScoutIntercomZendesk
Location: Remote | Honduras
Employment Type: Full-Time
ABOUT THE ROLE
We are looking for a Support and Technical Operations Engineer who will play a key role in supporting both our customers and the internal team. You will help troubleshoot technical issues, support product workflows, assist with customer setup, document solutions, improve support processes, and help us scale our technical support operations.
This is not a traditional call-center support role. We are looking for someone who can think critically, investigate issues, communicate clearly, and help connect the dots between customers, support, coaching, product, and development.
You will work closely with our customer support, coaching, implementation, and development teams to ensure customer issues are resolved quickly and our internal processes continue to improve.
WHO YOU ARE
- You are the kind of person who likes figuring out why something is broken — and then documenting how to fix it so the next person does not have to start from zero.
- You are comfortable saying, “I do not know yet, but I will find out.”
- You can speak with a shop owner, a customer service rep, a developer, and an internal teammate, and adjust your communication style for each one.
- You do not need to be a software developer, but you should be technically curious and comfortable digging into systems.
- You care about customers, but you also care about building processes that make support better, faster, and more scalable.
KEY RESPONSIBILITIES
- Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels
- Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations
- Support AI-powered phone, texting, and communication workflows
- Assist with CRM, calendar, form, and workflow setup for new and existing customers
- Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools
- Support internal staff with technical questions, system access, troubleshooting, and workflow improvements
- Reproduce, document, and escalate product bugs or technical issues to the development team
- Create clear support documentation, internal SOPs, help articles, and troubleshooting guides
- Help improve support processes, ticket handling, escalation paths, and customer-facing resources
- Review customer issues and identify patterns that could become product improvements or training opportunities
- Assist with testing new features, workflows, automations, and AI tools before and after release
- Communicate technical issues in a clear, simple, and professional way to both technical and non-technical users
- Help maintain a high standard of response time, follow-up, and customer experience
WHAT WE’RE LOOKING FOR
- We are looking for someone comfortable working in the messy middle between customers, software, support, and operations.
- The right person is resourceful, patient, curious, and technically strong enough to investigate issues without needing every answer handed to them.
- You should enjoy troubleshooting, asking smart questions, documenting what you learn, and helping build better systems.
REQUIRED SKILLS AND EXPERIENCE
- Experience in technical support, SaaS support, IT support, customer operations, implementation, or a similar role
- Strong problem-solving and troubleshooting skills
- Ability to explain technical issues in simple, clear language
- Comfortable working with CRM platforms, web-based software, support tools, and customer communication systems
- Strong written communication skills
- Strong attention to detail and follow-through
- Ability to manage multiple tickets, tasks, and priorities at the same time
- Comfortable joining customer calls or video meetings to troubleshoot issues
- Willingness to learn new tools, systems, and workflows quickly
- Ability to work independently in a remote environment
NICE-TO-HAVE EXPERIENCE
Experience with any of the following would be considered a strong asset:
- GoHighLevel or similar CRM platforms
- Twilio, phone systems, call routing, SMS, or VoIP tools
- Synthflow or other AI voice assistant platforms
- Help Scout, Intercom, Zendesk, HubSpot Service Hub, Jira, or similar ticketing/support platforms
- AI assistants, prompt writing, chatbot workflows, or automation tools
- Web forms, calendars, booking flows, customer messaging, or lead management systems
- Automotive, collision repair, dealership, or body shop industry experience
- Software QA, bug reporting, implementation, onboarding, or product operations experience
SUCCESS IN THIS ROLE LOOKS LIKE
- Customers receive fast, clear, and helpful support
- Issues are investigated thoroughly before being escalated
- Internal teams have better documentation and fewer repeated questions
- Bugs and product issues are clearly reported with useful context
- Support processes become more organized and scalable
- AI, phone, SMS, CRM, and automation workflows are supported with confidence
- The team trusts you to own problems from start to finish
Join Us and Enjoy These Perks!
- Competitive Salary: Earn a USD salary that matches your skills and experience.
- Paid Time Off: We value work-life balance, offering PTO so you can recharge.
- Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
- Salary Reviews every year!
- Paid Training and Certifications
Ready to put your puzzle-solving skills to the test? Join our team today!
Want to learn more about us?
What you'll do
- Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels.
- Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations.
- Support AI-powered phone, texting, and communication workflows.
- Assist with CRM, calendar, form, and workflow setup for new and existing customers.
- Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools.
- Support internal staff with technical questions, system access, troubleshooting, and workflow improvements.
- Reproduce, document, and escalate product bugs or technical issues to the development team.
- Create clear support documentation, internal SOPs, help articles, and troubleshooting guides.
- Help improve support processes, ticket handling, escalation paths, and customer-facing resources.
- Review customer issues and identify patterns that could become product improvements or training opportunities.
- Assist with testing new features, workflows, automations, and AI tools before and after release.
- Communicate technical issues clearly, simply, and professionally to technical and non-technical users.
- Help maintain a high standard of response time, follow-up, and customer experience.
What they require
- Experience in technical support, SaaS support, IT support, customer operations, implementation, or a similar role.
- Strong problem-solving and troubleshooting skills.
- Ability to explain technical issues in simple, clear language.
- Comfortable working with CRM platforms, web-based software, support tools, and customer communication systems.
- Strong written communication skills.
- Strong attention to detail and follow-through.
- Ability to manage multiple tickets, tasks, and priorities at the same time.
- Comfortable joining customer calls or video meetings to troubleshoot issues.
- Willingness to learn new tools, systems, and workflows quickly.
- Ability to work independently in a remote environment.
- Comfortable working in the messy middle between customers, software, support, and operations.
- Resourceful, patient, curious, and technically strong enough to investigate issues without needing every answer handed to them.
- Enjoy troubleshooting, asking smart questions, documenting what you learn, and helping build better systems.
- Preferred: Automotive, collision repair, dealership, or body shop industry experience.
- Preferred: Implementation, onboarding, or product operations experience.
Benefits
- Competitive USD salary that matches skills and experience.
- Paid time off.
- Health insurance subsidy.
- Salary reviews every year.
- Paid training and certifications.
Puzzle is a strategy-first nearshore staffing company for bold SaaS companies. It acts as a fractional Head of Talent Strategy, designing teams first and staffing them with vetted Latin American Puzzlers.
StaffingStartup
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