Senior Technical/Customer Support Specialist (CPaaS)

TL;DR

Senior Technical/Customer Support Specialist (CPaaS): Providing technical and functional support for strategic accounts focusing on business messaging and chatbot solutions with an accent on WhatsApp Business API and conversational flow design. Focus on resolving complex technical incidents, optimizing digital channel interactions, and ensuring high customer satisfaction for enterprise clients.

Location: Hybrid (60% remote / 40% office) in Medellín, Colombia

Company

Europe’s leading mobile messaging and CPaaS provider powering communication for business engagement.

What you will do

• Act as the primary point of contact for strategic customer accounts.
• Manage and resolve technical and functional support requests.
• Advise customers on chatbot configuration and conversational flow design.
• Support WhatsApp Business and omnichannel messaging solutions.
• Coordinate with internal technical and commercial teams for efficient incident resolution.
• Monitor customer cases to ensure timely follow-up and resolution.

Requirements

• Experience in Customer Support or Technical Support roles.
• English: B2 or higher required.
• Experience implementing and managing conversational bots and chatbot platforms.
• Proficiency with Meta WhatsApp Business Platform / API.
• Ability to optimize customer interactions across digital channels (SMS, WhatsApp).
• Must be based in Medellín, Colombia.

Nice to have

• Basic scripting knowledge (Python, Bash).
• Experience with REST APIs, JSON, and HTTP.
• Proficiency with API testing tools like Postman.
• Experience in log analysis for technical incident resolution.

Culture & Benefits

• Hybrid work model (60% remote / 40% office).
• Private health and life insurance.
• Employee Share Purchase Program with a 20% discount on stock.
• Monthly gym allowances (up to 150,000 COP).
• Intensive working hours on Fridays and during summer.
• Additional non-working days on December 24th and 31st.