Bilingual Technical Advance Support – SaaS | Bogotá

Bilingual Technical Advance Support – SaaS | Bogotá As a Bilingual Technical Advance Support you’ll be the final escalation point for technical issues affecting our top-tier customers on the Ringover cloud-calling platform. You will troubleshoot complex voice, messaging, and API-driven workflows, deep-dive into logs and JSON payloads, and partner directly with Software Engineering to isolate defects and ship fixes. Your time will be split between reactive case work and proactive platform improvements Key Responsibilities Advanced Case Handling — Own and resolve P1–P4 tickets for designated strategic accounts. Capture detailed repro steps, gather logs, SIP traces, and JSON responses; deliver clear RCA summaries to clients. Dev-Team Liaison — Reproduce bugs in staging, document findings, file Jira stories, and confirm fixes. Participate in daily stand-ups and post-mortems. Configuration & Change Management — Implement complex tenant settings (IVR, smart routing JSON, webhooks, API keys) while following change-control policies. Observability & Continuous Improvement — Build and maintain Grafana dashboards, define alert rules, and surface chronic issues or usage trends to Product. Required Skills & Experience 3+ years in telecom or VoIP SaaS support with at least 1 year in a Level 2. Expert troubleshooting of SIP, RTP, WebRTC, and REST/GraphQL APIs Comfort reading/editing JSON payloads and using tools like cURL or Postman Hands-on experience with Grafana, Loki/Prometheus, and log-aggregation pipelines Solid grasp of the software SDLC and chain-of-command in an agile environment; able to triage issues vs. bugs vs. feature requests Demonstrated self-starter: you absorb documentation, lab setups, and training modules independently and share knowledge Clear, concise technical writing and customer-facing communication (English) Nice-to-Have Familiarity with Zendesk portal Scripting experience (Python, Bash, Node) for log parsing or API automation Experience supporting WebSockets, STUN/TURN, or media gateways AI Vibe coder Success Indicators (First 6 Months) Resolve the majority of top-tier tickets without Engineering intervention Publish KB articles or runbooks that reduce Level 1/2 escalations Compensation & Benefits (Colombia) Cesantías y Prima (13th salary): Included in accordance with Colombian labor law Health & Dental Insurance: Colmédica Zafiro Elite – individual coverage fully paid by Ringover Work Location: 100% Remote Working Schedule: 42 hours per week We’re an equal-opportunity employer and value diversity in all forms. If you’re passionate about flawless voice experiences and enjoy diving deep into packets and JSON, we’d love to meet you. The contract will be managed through a professional employer organization. Ringover is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to any discrimination (race, color, religion, gender, sexual orientation...). Department Care & Ops Locations Bogota Remote status Fully Remote Employment type Contract About Ringover Ringover Group is a SaaS software publisher and European telecom operator since 2005. Our vision: To revolutionize the business phone system and transform it into a modern and easy-to-use productivity tool. This idea is the foundation behind Ringover, a powerful 100% Cloud communication solution integrating telephony, video conferencing, instant chat and group messaging platform with a global presence. The key: end-to-end technological mastery, a simple and user-friendly interface that is fully integrated to other leading business tools, providing efficient performance insight thanks to statistics and supervision tools. Rapidly scaling in growth and adopted by over 10,000 businesses, Ringover has a mission to become THE leading European cloud telephony provider, primed for rapid international growth and we are proud to confirm that we are on track across our global markets. Outbound sales is a driver for any business and at Ringover, we have some ambitious targets to achieve in 2025 and beyond within the UK market. Working closely with the UK country manager, your mission, should you choose to accept it, will be to focus on expanding Ringover’s presence in the UK market by building a strong pipeline of qualified prospects, where Ringover adds value to their business.