Summary: Join #TeamDEVBOT as a Customer Support Specialist, focusing on web application issue resolution, customer communication, and collaboration with QA and Development teams. Highlights: 1. First point of contact for web application issues and questions. 2. Collaborate with QA and Development teams for issue resolution. 3. Opportunity to impact product quality and customer experience. DEVBOT is a Full-Stack Development company based in Austin, TX, and a production studio in Monterrey, Mexico. We have an incredible opportunity for a Customer Support Specialist to join the #TeamDEVBOT. Responsibilities: * Be the first point of contact for users reporting issues or questions related to the web application. * Receive, track, and manage customer tickets until full resolution. * Validate reported issues by reproducing them and gathering all necessary evidence (steps, screenshots, logs, environment). * Collaborate closely with the QA team to confirm defects and ensure proper documentation before escalation. * Escalate validated issues to the Development team following defined workflows. * Communicate clearly with customers, keeping them informed about issue status and resolutions. * Verify fixes once delivered and confirm resolution before closing tickets. * Document issues, resolutions, and known workarounds in internal systems and knowledge bases. * Identify recurring issues and provide insights to QA and Product teams. * Collect and share customer feedback, feature requests, and usability concerns with internal stakeholders. * Ensure a positive customer experience, even in high-pressure or complex cases. * Maintain and update application data to ensure company information is accurate and up to date, including user accounts, permissions, and security groups. * Create and maintain user guides, tutorials, and documentation to help users understand and effectively use the application’s features. Requirements Must-have: * Experience as a Customer Support Specialist, Technical Support, or similar role. * Strong understanding of ticketing systems (Jira, Zendesk, Freshdesk, etc.). * Ability to reproduce and validate software issues in web applications. * Basic understanding of QA processes, bug life cycle, and defect reporting. * Excellent written and verbal communication skills in English. * Strong analytical and problem-solving skills. * High attention to detail and strong organizational skills. * Ability to manage multiple tickets simultaneously and prioritize effectively. * Proactive mindset and ownership of issues from start to finish. * Patience and empathy when handling frustrated users. Nice-to-have: * Experience working with QA and Development teams. * Familiarity with Agile/Scrum environments. * Basic technical knowledge (APIs, browsers, environments, logs, or databases). * Experience supporting web or mobile applications. * Experience documenting bugs or writing clear reproduction steps. Education Requirements / Preferred Qualifications Required (practical and realistic): * Bachelor’s degree or technical degree in: Computer Systems Computer Science Software Engineering Information Technology * Or equivalent hands-on experience in technical support or software-related roles. Preferred (nice to have): Courses or certifications in: * Customer Support / Customer Experience QA / Software Testing (ISTQB Foundation is a strong plus) Technical Support or IT fundamentals * Basic knowledge of: QA processes and bug lifecycle Agile / Scrum methodologies Tools such as Jira, Confluence, TestRail, Zendesk, or similar. Employment type: Full-time, Indefinite-term contract Salary: $12,000.00 - $14,000.00 per month Benefits: * Option for indefinite-term contract * Referral program * Major medical expense insurance * Dental insurance * Remote work * Grocery vouchers Work location: Hybrid remote in 64000, Monterrey Centro, N.L.