Solve Tech Problems for Industries That Power the World In the high-compliance world of workforce tech, stability is your framework. This role gives you the processing power to level up your career without overloading your personal life. Be part of our client's team as a Technical Support Representative, where you'll assist customers and their workforce by resolving technical issues with clarity and precision. You'll act as the key link between customer support, product, and engineering teams—ensuring smooth communication and top-tier service across every touchpoint. The Role at a Glance Shift: - Sunday to Thursday, 5:00 AM – 3:00 PM CO Time - Monday to Friday, 8:00 AM – 6:00 PM CO Time What's in It for You - 5-day workweek - 20 vacation days in total - Fully customized Emapta laptop and peripherals - Direct exposure to our clients - Diverse and supportive work environment - Unlimited upskilling through Emapta Academy courses - We offer competitive compensation and a range of benefits. What You Bring to the Table - Minimum of two (2) years of experience in a technical support role - Bachelor's degree in Information Technology, Computer Science, or a related field (preferred) - Ability to analyze complex issues across various technologies (networking, applications) and resolve them effectively - Proficiency with diagnostic and monitoring tools such as Splunk or system performance tools - Ability to explain complex technical concepts to both technical and non-technical users - Knowledge of databases such as SQL, Neo4j, etc. (preferred) - Experience in managing escalated support tickets and documenting resolution processes Your Day-to-Day Impact Advanced Troubleshooting - Resolve more complex technical issues that L1 support cannot handle Problem Escalation - Handle escalations from Customer Support - Escalate to the Engineering team if necessary, providing detailed documentation including actions taken to replicate issues - Investigate recurring or critical problems to identify root causes - Propose long-term solutions - Work closely with Engineering and Product teams, such as developers, network engineers, and system admins, to resolve complex issues - Attend and collaborate in development-related ceremonies to maintain an established connection with the broader development team Customer Communication - Communicate with customers in a more detailed and technical manner - Provide clear and effective guidance Knowledge Base Management - Contribute to internal and external knowledge bases - Provide in-depth technical documentation for use by Customer Support and other internal teams - Perform initial prioritisation on confirmed bugs based on the level of severity and urgency - Participate in resolving major incidents and outages - Work to restore services and minimize downtime Performance Monitoring - Monitor system performance - Proactively address potential issues before they become critical problems Who You'll Be Working With Our client, MyPass Global, is a fast-scaling Australian tech company revolutionizing how high-compliance industries manage workforce credentials. Their award-winning MyPass platform gives companies real-time visibility into worker qualifications—reducing risk, cutting back-office costs by up to 70%, and making workplaces safer and smarter. With users in 25+ countries and clients across energy, mining, healthcare, and more, MyPass is setting a new global standard in workforce compliance. Your Future Team at Emapta Latam Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 900 clients worldwide and a team of over 10,000 talented professionals, Emapta continues to set new standards in the industry.