Job Description

Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.We are seeking a highly customer-centric Support Engineer who thrives at the intersection of technical troubleshooting, client communication, and quality assurance. This role is responsible for directly engaging with clients to investigate issues, perform effective triage, and drive resolution by collaborating closely with engineering teams.The ideal candidate combines strong technical diagnostic skills with a QA-oriented mindset, ensuring issues are reproducible and well-documented, while delivering an exceptional customer experience throughout the support lifecycle.

Key Responsibilities

• Client Engagement & Communication
• Act as the primary point of contact for clients experiencing technical issues.
• Lead live investigations with customers to fully understand problems, gather context, and set expectations.
• Communicate clearly, professionally, and empathetically, ensuring a high-quality customer experience.
• Issue Triage & Diagnosis, and Resolve
• Perform detailed triage of incoming issues, identifying severity, impact, and priority.
• Analyze client-provided data (logs, screenshots, steps, configurations) to isolate root causes.
• Categorize issues accurately and route them to the appropriate teams when necessary.
• Differentiate between product defects, configuration issues, and user errors.
• Reproduction & QA Validation
• Replicate customer-reported issues in staging or development environments.
• Apply a QA mindset to validate defects, identify edge cases, and ensure reproducibility.
• Document precise reproduction steps and expected vs. actual behavior.
• Collaboration with Engineering
• Provide actionable insights and technical context to development teams.
• Partner with engineers to accelerate debugging and resolution.
• Validate fixes and confirm resolution before closing issues.
• Continuous Improvement
• Identify recurring issues and contribute to root cause analysis and long-term fixes.
• Suggest improvements to product quality, support processes, and documentation.
• Contribute to knowledge bases and internal playbooks.
  
  

Required Qualifications

• 3+ years of experience in Technical Support, Application Support, or similar roles.
• Strong troubleshooting and analytical skills across web or distributed systems.
• Proven experience working directly with customers in high-touch support environments.
• Excellent verbal and written communication skills in English (and Spanish is a plus).
• Experience reproducing issues in development, staging, or QA environments.
• Familiarity with logs, APIs, databases, and debugging tools.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.

Preferred Qualifications

• Background in QA, Software Testing, or Development.
• Experience with ticketing systems (Hubspot).
• Understanding of web technologies (HTTP, REST APIs, frontend/backend basics).
• Experience working in Agile environments.
• Ability to interpret application logs and basic database queries.

Why you will love Lean Tech:

• Join a powerful tech workforce and help us change the world through technology
• Professional development opportunities with international customers
• Collaborative work environment
• Career path and mentorship programs that will lead to new levels.

Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.