Technical Support Specialist

Chile

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Construction Technology, SoftwareIndustries

Requirements

Candidates must have 5+ years of experience in customer/technical support for a SaaS product, with at least 2 years handling tier-2/3 escalations. Advanced troubleshooting skills for web/mobile applications are essential, along with the ability to isolate environmental, data, and workflow factors. Proficiency in ticketing and bug tracking systems like Zendesk or Jira, and basic data querying (SQL or logs), is required. Exceptional written and verbal communication skills, a process-oriented mindset, and comfort collaborating with engineers are also necessary. Experience in construction tech or supply chain workflows, scripting (Python/JS), and ITIL fundamentals are considered advantageous.

Responsibilities

The Technical Support Specialist will serve as a technical point of contact for customers and an escalation partner for the support team, resolving complex issues via email, chat, and phone/video. This role involves owning complex investigations, stabilizing incidents, improving tools and processes, and translating customer insights into product enhancements. Responsibilities include reproducing bugs, analyzing logs, providing clear communications, coordinating triage with Product & Engineering for priority tickets and critical incidents, and managing status updates. The specialist will also drive operational excellence by improving SLAs, queue health, backlog hygiene, and case quality. They will build the knowledge engine by authoring and maintaining macros, troubleshooting steps, and public help articles, while also partnering with Product/Eng to synthesize trends, write bug reports, validate fixes, and influence the product roadmap with data-backed insights. Monitoring key metrics like FRT/ART/TTR, CSAT, reopen rate, and deflection will also be part of the role.

Skills

Technical Support

Customer Service

Bug Reproduction

Log Analysis

Communication

Problem Solving

Troubleshooting

Knowledge Base Management

Product Development

Engineering

Kojo

Procurement platform for construction industry

About Kojo

Kojo is a procurement platform tailored for the construction industry, focusing on helping trade and self-perform contractors manage their material needs effectively. The platform provides tools for real-time inventory tracking, price comparison, and order management, allowing contractors to have better control over their procurement processes. By integrating with other construction management tools like Procore, Kojo enhances its usability and efficiency for users. Unlike many competitors, Kojo operates on a subscription-based model, which ensures consistent revenue while delivering significant cost savings and productivity improvements for its clients. The company's goal is to streamline the construction procurement process, ultimately helping contractors save money, reduce waste, and improve labor productivity.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$81MTotal Funding

SERIES_CCompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

51-200Employees

Benefits

Remote Work Options

Company Equity

Risks

Rapid expansion into new sectors may stretch Kojo's resources, causing inefficiencies.

Kojo's subscription model may be vulnerable during economic downturns affecting construction budgets.

Scaling challenges may arise from rapid growth, impacting service quality and support.

Differentiation

Kojo consolidates procurement for contractors, enhancing visibility and control over materials.

The platform integrates with tools like Procore, streamlining construction management processes.

Kojo Prefab connects prefab shops to business operations, optimizing offsite construction.

Upsides

Kojo's expansion into prefabrication aligns with the growing trend of offsite construction.

The launch of Kojo AP meets the demand for digital financial solutions in construction.

New integrations with major electrical suppliers tap into the $130 billion U.S. market.

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