Customer Success Engineer – Level 1 (IT Help Desk) – Colombia Country: Colombia About Us CloudPSO is an Information Technology Outsourcing (ITO) company that assists in acquiring qualified staff to address complex digital problems, increasing efficiency, reducing costs, and maintaining compliance. Founded in 2017, CloudPSO aims to provide businesses with a skilled workforce globally. We are a US-based company with headquarters in Dallas, Texas, and a center of excellence in Pakistan. Our facilities include over 200 seats and a Work-From-Home setup. We possess advanced software development teams, VOIP technology, and secure infrastructure. Our core values include client satisfaction, commitment, quality, and transparency. We specialize in recruiting, training, and retaining top talent to help achieve business goals, optimizing IT operations, and enabling innovation and scaling. Job Description About the Role The ideal candidate will have proven experience troubleshooting SaaS technology issues. Using excellent customer service skills, they will support the Global Technical Help Desk, resolve customer issues, and coordinate with support teams. This is a remote, full-time contractor position. Key Responsibilities Provide IT network support and customer service to internal and external users Collaborate with engineers to answer questions and escalate issues Maintain detailed logs and documentation in Autotask ticketing system Escalate issues appropriately and set customer expectations Participate in on-call rotations and address technical issues promptly Manage complex issues in high-pressure, multi-platform environments Resolve escalated customer problems using internal and external resources Work independently within a team environment Communicate effectively across various company departments Work flexible hours as needed and be available for designated shifts Requirements Minimum 5 years’ experience as a Technical Support Engineer Strong troubleshooting, diagnostic, and quick workaround skills Experience supporting Microsoft business software and cybersecurity tools Leadership skills for managing remote teams Advanced knowledge of networks and databases Proficiency with remote support software and tools like Active Directory, Datto Autotask, RMM, Proofpoint, Sentinel-One, Iron-Scales Experience with remote troubleshooting, case management, and customer environment assessment Ability to operate effectively remotely, ensuring consistent follow-through Excellent communication, problem-solving, and customer service skills #J-18808-Ljbffr