Job Summary: We are seeking a professional to resolve high-complexity technical tickets, guaranteeing an exceptional support experience while working in a collaborative and impact-driven environment. Key Highlights: 1. Resolve high-complexity technical tickets and ensure exceptional support. 2. Work on products with real-world impact and complex challenges. 3. A collaborative, human-centered, and impact-oriented environment. At Fracttal, we develop technology that transforms how companies manage maintenance and assets. We help organizations worldwide operate more safely, efficiently, and sustainably. From Spain—alongside our teams in Chile, Colombia, Brazil, and Mexico—we build a technological platform that directly impacts the daily work of operational teams, technicians, and business leaders. If you’re motivated by working on products with real-world impact and solving complex challenges, this could be your next step. **The Purpose** ---------------- Resolve high-complexity technical tickets, acting as an operational reference point and ensuring an exceptional support experience. **Your Mission** ------------- * Receive technical requests from users of the company’s services. * Gather all relevant user information and determine the root cause of the issue. * Guide users in resolving functional failures in our products. * Provide technical support via chat, email, and, in special cases, video calls. * Deliver technical consulting support to customers regarding the product. * Support the company’s participation in events and trade fairs, as required by management. * Collaborate with the Customer Success team to deliver an outstanding customer experience. **What We’re Looking For in You** ------------------------- * 3+ years of experience in SaaS or enterprise software technical support. * Advanced English (client-facing video call sessions). * Preferred: Experience with Zendesk, Jira, Freshdesk, or other ticketing systems. Others: * Customer orientation and service mindset, with empathy in every interaction. * Analytical ability to identify patterns, incidents, and opportunities for improvement. * Clear and effective communication with both customers and internal teams. * Organization and autonomy, adhering to processes and responsibilities. * Collaborative work ethic and proactivity in problem-solving and cross-functional coordination. * Knowledge of maintenance and asset management. **What You’ll Find at Fracttal** ------------------------------- * At Fracttal, we care about people through: + **Autonomy and flexibility**, grounded in trust and responsibility, enabling you to manage your time and work with professional judgment. + **Well-being integrated into daily life**, with benefits supporting your physical, emotional, and personal health. + **Genuine support for your professional development**, offering resources and time to learn, train, and continue growing. + **Complementary health coverage**, because performing well starts with feeling well. + **Support during important life moments**, both inside and outside of work. + A **collaborative, human-centered, and impact-oriented environment**, where technology serves a clear purpose. At Fracttal, well-being is not an added benefit—it’s part of how we lead and how we build technology with real-world impact. **Will You Join Us?** At Fracttal, you’ll find a collaborative, challenging, and continuously growing environment where your work makes an impact from day one. **We Want to Meet You.