Tech Support Agent

Description

Summary: ScaleWise seeks a technical and customer-focused Product Specialist to troubleshoot issues, analyze root causes, and provide solutions for enterprise SaaS clients. Highlights: 1. Join a growing international SaaS support team serving enterprise clients 2. Act as a technical bridge between customers and engineering teams 3. Opportunity for long-term technical growth ScaleWise is hiring a **Product Specialist / Technical Support Representative** to join a growing international SaaS support team serving enterprise clients in the United States. This is a **full\-time, on\-site position in Zona Río, Tijuana** supporting a Microsoft ecosystem\-based platform used by global organizations. We are looking for a technically curious, structured, and customer\-focused professional who thrives in a fast\-paced support environment. Schedule * Monday to Friday * 6:00 AM – 3:00 PM (1\-hour lunch included) * On\-site in Zona Río, Tijuana Compensation * $5,000 MXN net per week (after taxes) About the Role As a Product Specialist, you will act as a technical bridge between customers, customer success, and engineering teams. You will troubleshoot issues, analyze root causes, document findings, and provide clear solutions to US\-based clients. You will work within structured escalation frameworks and support enterprise\-level SaaS applications integrated with Microsoft technologies. Responsibilities * Troubleshoot and resolve technical support tickets * Identify root causes and provide structured solutions or workarounds * Communicate with US\-based customers via email, chat, and video calls * Reproduce issues and collaborate with engineering when escalation is required * Create and maintain support documentation and knowledge base articles * Participate in testing and validation of product updates * Support implementation and go\-live activities * Track and report progress on open issues * Follow defined SLA and escalation processes Required Qualifications * 1–2 years of experience in technical support, help desk, SaaS support, or similar role * Advanced conversational and written English (C1/C2 level required) * Experience with ticketing systems (Zendesk, JIRA, Azure DevOps, etc.) * Familiarity with Microsoft tools (Power BI, Teams, SharePoint, Power Platform, etc.) * Strong analytical and troubleshooting skills * Ability to explain technical concepts clearly to non\-technical users * Comfortable working within structured processes and escalation frameworks Preferred Qualifications (Nice to Have) * Experience supporting enterprise SaaS platforms * Exposure to Microsoft 365, Azure, or Power Platform * QA or software testing experience * Experience working with development teams * Understanding of Agile environments Ideal Candidate * Highly organized and process\-oriented * Calm under pressure * Strong ownership mindset * Detail\-oriented and disciplined * Interested in long\-term technical growth Important Notes * This role requires daily interaction with US\-based clients. * Strong written and verbal English skills are mandatory. * This is not a call center role — it is a structured technical support position within a SaaS environment. Tipo de puesto: Tiempo completo Sueldo: $5,000\.00 a la semana Experiencia: * Soporte técnico: 1 año (Obligatorio) Idioma: * Inglés (Obligatorio) Lugar de trabajo: Empleo presencial