📍 Job Overview

Job Title: Technical Support Specialist
Company: Sur
Location: Buenos Aires, Argentina
Job Type: Hybrid (3 days in office)
Category: Customer Support & Service
Date Posted: June 18, 2025
Experience Level: 2-5 years
Remote Status: Hybrid

🚀 Role Summary

Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues.
Provide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing system.
Navigate technical documentation to follow appropriate troubleshooting steps for reported issues.
Maintain clear and consistent documentation of incidents and resolution notes using Zendesk.
Deliver remote desktop support to both client and internal users.
Proactively identify emerging issues and act quickly to mitigate impact.
Collaborate cross-functionally to support escalation paths and end-user success.

📝 Enhancement Note: This role requires strong technical and communication skills to provide exceptional user support and contribute to process improvements in a dynamic environment.

💻 Primary Responsibilities

Customer Support: Handle support calls, troubleshoot technical issues, and ensure service levels are met.
Incident Management: Monitor ticket queues, triage, and troubleshoot incoming requests, escalating when necessary.
Documentation: Maintain clear and consistent documentation of incidents and resolution notes using Zendesk.
Remote Support: Deliver remote desktop support to both client and internal users.
Process Improvement: Proactively identify emerging issues, mitigate impact, and contribute ideas for process improvements.
Cross-functional Collaboration: Build effective relationships with internal teams to support escalation paths and end-user success.

📝 Enhancement Note: Technical Support Specialists must demonstrate strong troubleshooting skills, adaptability, and the ability to analyze, prioritize, and respond to support issues using sound judgment and technical reasoning.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 2+ years of experience providing application and desktop support in a fast-paced environment.

Required Skills:

Advanced troubleshooting skills for Windows 10/11, Mac OS, and the Microsoft Office suite (Outlook, Excel, Word, PowerPoint, Teams).
Proficiency with Microsoft native tools and utilities for resolving system issues.
Familiarity with mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365.
Experience with ticketing platforms such as Zendesk.
Strong communication and multitasking skills.
Customer-first mindset with excellent interpersonal skills.
Willingness to learn new tools and technologies in a fast-evolving environment.
Cloud computing knowledge and general system administration experience.
Strong interpersonal skills with the ability to collaborate within a team and across departments.
Adaptability to shifting priorities and changing customer needs.

Preferred Skills:

Familiarity with LAN, WAN, and mobile computing setups.
Experience with PowerShell scripting.
Background working for a managed service provider (MSP).
Understanding of Office 365 tenant administration.

📝 Enhancement Note: Candidates should have a proven track record in desktop and application support, with a strong focus on customer service and technical problem-solving.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate proficiency in Windows and Mac OS troubleshooting through case studies or live demos.
Showcase experience with ticketing platforms and remote desktop support.
Highlight problem-solving skills and ability to analyze, prioritize, and respond to support issues.

Technical Documentation:

Provide examples of clear and consistent documentation of incidents and resolution notes.
Demonstrate understanding of mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365.

📝 Enhancement Note: A strong portfolio will showcase the candidate's ability to handle high-volume support calls, maintain service levels, and contribute to process improvements.

💵 Compensation & Benefits

Salary Range: $1,800 - $2,200 USD/month

Benefits:

Unlimited PTO
$1,500 USD Tech budget
3 days in office in Palermo, Buenos Aires

📝 Enhancement Note: The salary range is based on industry standards for technical support roles in Buenos Aires, Argentina.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity and remote work solutions.

Company Size: Mid-sized, with a focus on growth and innovation.

Founded: 2015

Team Structure:

Technical Support team, reporting to the Customer Success Manager.
Cross-functional collaboration with internal teams, such as Product, Engineering, and Sales.

Development Methodology:

Agile/Scrum methodologies for continuous improvement and customer success.
Regular team meetings and stand-ups to address emerging issues and prioritize tasks.

Company Website: Sur Company Website

📝 Enhancement Note: Sur's focus on cybersecurity and remote work solutions requires Technical Support Specialists to have strong technical skills and a customer-first mindset.

📈 Career & Growth Analysis

Web Technology Career Level: Entry to Mid-level Technical Support Specialist, with opportunities for growth in customer success, team leadership, or technical mentorship roles.

Reporting Structure: Reports directly to the Customer Success Manager, with cross-functional collaboration with internal teams.

Technical Impact: Technical Support Specialists play a crucial role in ensuring customer satisfaction and driving product improvement by identifying trends, troubleshooting issues, and contributing to process improvements.

Growth Opportunities:

Develop expertise in specific areas of the product or customer success strategies.
Contribute to process improvements and drive customer success initiatives.
Grow into a team leadership or technical mentorship role within the Technical Support team.

📝 Enhancement Note: Technical Support Specialists at Sur can expect opportunities for growth and development in a dynamic and customer-focused environment.

🌐 Work Environment

Office Type: Hybrid, with 3 days in office in Palermo, Buenos Aires.

Office Location(s): Palermo, Buenos Aires, Argentina

Workspace Context:

Collaborative workspace with a focus on customer success and technical problem-solving.
Access to necessary tools and resources for remote desktop support and troubleshooting.
Opportunities for cross-functional collaboration with internal teams.

Work Schedule: Full-time, with a focus on maintaining service levels and addressing customer needs during business hours.

📝 Enhancement Note: The hybrid work environment at Sur allows Technical Support Specialists to balance remote work with in-office collaboration and support.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and technical proficiency.
Technical assessment, focusing on troubleshooting skills and problem-solving abilities.
Behavioral interviews to evaluate customer service skills, adaptability, and teamwork.
Final interview with the Customer Success Manager to discuss fit and expectations.

Portfolio Review Tips:

Highlight case studies or live demos showcasing Windows and Mac OS troubleshooting skills.
Emphasize experience with ticketing platforms and remote desktop support.
Demonstrate problem-solving skills and ability to analyze, prioritize, and respond to support issues.

Technical Challenge Preparation:

Brush up on troubleshooting skills for Windows and Mac OS, as well as Microsoft Office suite.
Familiarize yourself with mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365.
Prepare for scenario-based questions that test your problem-solving abilities and customer service skills.

ATS Keywords: [List of relevant keywords for Technical Support roles, organized by category]

📝 Enhancement Note: Technical Support Specialists at Sur should be prepared to demonstrate strong communication skills, technical proficiency, and a customer-first mindset throughout the interview process.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Zendesk (ticketing platform)
Microsoft Office suite (Outlook, Excel, Word, PowerPoint, Teams)
Remote desktop support tools (e.g., TeamViewer, AnyDesk)

Operating Systems:

Windows 10/11
Mac OS

📝 Enhancement Note: Technical Support Specialists at Sur should be proficient in troubleshooting Windows and Mac OS systems, as well as the Microsoft Office suite.

👥 Team Culture & Values

Web Development Values:

Customer-first mindset, with a focus on exceptional user experience.
Strong technical skills and a commitment to continuous learning.
Collaborative problem-solving and cross-functional teamwork.
Adaptability and a focus on process improvement.

Collaboration Style:

Cross-functional collaboration with internal teams, such as Product, Engineering, and Sales.
Regular team meetings and stand-ups to address emerging issues and prioritize tasks.
A focus on customer success and driving product improvement through technical support.

📝 Enhancement Note: Technical Support Specialists at Sur should embody a customer-first mindset, strong technical skills, and a commitment to continuous learning and collaboration.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues across Windows and Mac systems.
Identifying trends and contributing to process improvements.
Maintaining service levels and addressing customer needs during high-volume support periods.

Learning & Development Opportunities:

Develop expertise in specific areas of the product or customer success strategies.
Contribute to process improvements and drive customer success initiatives.
Grow into a team leadership or technical mentorship role within the Technical Support team.

📝 Enhancement Note: Technical Support Specialists at Sur can expect to face challenging technical issues and opportunities for growth and development in a dynamic and customer-focused environment.

💡 Interview Preparation

Technical Questions:

Troubleshooting scenarios for Windows and Mac OS systems.
Mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365.
Problem-solving questions that test your ability to analyze, prioritize, and respond to support issues.

Company & Culture Questions:

How do you approach customer service in a high-volume support environment?
Can you describe a time when you identified a trend or process improvement opportunity in a technical support role?
How do you collaborate effectively with cross-functional teams to drive customer success?

Portfolio Presentation Strategy:

Highlight case studies or live demos showcasing Windows and Mac OS troubleshooting skills.
Emphasize experience with ticketing platforms and remote desktop support.
Demonstrate problem-solving skills and ability to analyze, prioritize, and respond to support issues.

📝 Enhancement Note: Technical Support Specialists should prepare for technical questions focused on troubleshooting skills and problem-solving abilities, as well as company and culture questions that assess their customer service skills, adaptability, and teamwork.

📌 Application Steps

To apply for this Technical Support Specialist position:

Submit your application through the provided link.
Tailor your resume and portfolio to highlight your technical support experience, troubleshooting skills, and customer service abilities.
Prepare for technical and behavioral interviews by brushing up on your troubleshooting skills, problem-solving abilities, and customer service skills.
Research Sur's focus on cybersecurity and remote work solutions to demonstrate your understanding of the company and its mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Technical Support-Specific Focus:

Tailor every section specifically to technical support roles, emphasizing customer service, troubleshooting, and problem-solving skills.
Include technical support methodologies, remote desktop support, and ticketing platform experience.
Emphasize customer service skills, adaptability, and teamwork in a dynamic environment.
Address technical support team dynamics, cross-functional collaboration with internal teams, and customer success strategies.
Provide tactical advice for technical support interviews, focusing on troubleshooting skills and problem-solving abilities.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, remote desktop support, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific technical support tools, ticketing platforms, and remote desktop support technologies relevant to the role.
Address technical support career progression paths and leadership opportunities within technical support teams.
Provide tactical advice for technical support portfolio development, live demonstrations, and project case studies.
Include technical support interview preparation and troubleshooting challenge guidance.
Emphasize customer service skills, adaptability, and teamwork in a dynamic environment.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer success strategies.

Technical Support Focus & Portfolio Emphasis:

Emphasize troubleshooting skills for Windows and Mac OS systems, as well as the Microsoft Office suite.
Include experience with ticketing platforms and remote desktop support in the technical support portfolio.
Address problem-solving skills and the ability to analyze, prioritize, and respond to support issues.
Focus on customer service skills, adaptability, and teamwork in a dynamic environment.
Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

Generic business jargon not relevant to technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, customer service, or user experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support professionals evaluating career opportunities and preparing for technical interviews in the technical support industry.

Technical Support