Product Support Specialist

About the role

The Product Support Specialist will join Digital Harbor Bolivia’s support team on a full‑time, hybrid basis. Based in Cochabamba, the specialist will act as the first point of contact for users, helping them resolve technical and functional issues while promoting best‑practice use of the product.

Key responsibilities

• Respond to user inquiries via ticketing system, email and phone, providing timely and accurate solutions.
• Troubleshoot technical and functional problems, reproducing issues and documenting steps taken.
• Escalate complex cases to product or engineering teams and follow up to ensure resolution.
• Maintain detailed case records and contribute to knowledge‑base articles, FAQs and internal documentation.
• Identify recurring problems, report trends and suggest product improvements.
• Prioritize requests to meet defined service‑level targets and maintain professional communication with customers and internal stakeholders.

Required profile

• Proven experience in technical support, help‑desk or client‑facing roles.
• Strong analytical abilities to interpret data, spot patterns and propose practical solutions.
• Excellent written and verbal communication skills in Spanish; working proficiency in English is a plus.
• Ability to work independently in a hybrid setting, manage time effectively and stay organized.
• Post‑secondary education in IT, engineering or a related field is advantageous.

Required skills

• Ticketing systems
• CRM platforms
• Experience with SaaS products