As a Tech Support Specialist, you'll be the calm, knowledgeable voice that helps a U.S. company's customers get unstuck. You'll troubleshoot issues, walk users through solutions step by step, and document everything clearly across chat, email, and phone.
You'll thrive here if you're naturally curious, love solving problems, and can explain technical things in plain language. This is an on-site role based in our Santo Domingo office, where you'll work alongside a supportive team and get hands-on training on each client's tools and products.
What you'll do
- Troubleshoot and resolve technical issues by chat, email, and phone
- Guide customers through setup, configuration, and fixes step by step
- Document issues, solutions, and bugs clearly in the help desk
- Escalate complex problems with detailed, accurate context
- Spot recurring issues and suggest improvements to reduce tickets
What we're looking for
- Fluent, professional English and Spanish
- 1+ year in tech support, IT help desk, or a technical customer role
- Strong troubleshooting skills and a methodical, patient approach
- Clear written and verbal communication for non-technical users
- Comfortable learning new software and tools quickly
- Able to work on-site in Santo Domingo within our operating hours
Nice to have
- Experience with tools like Zendesk, Jira, or Freshdesk
- Familiarity with SaaS products, APIs, or basic scripting
Why join Northlane
- Work with international companies and fast-growing U.S. brands
- Career growth and internal development opportunities
- Paid training and continuous coaching
- A culture that values innovation, performance, and people
Benefits
- Competitive salary paid in DOP
- Private health insurance (ARS)
- Paid training and continuous development
- Performance-based bonuses and incentives
- Paid time off and local holidays
- Clear career growth and internal promotion opportunities
- A supportive, people-first culture with team events and celebrations
- Employee referral bonuses