Role Overview
Distro is hiring a entry-level Technical Support Agent. This is a full-time remote role, with the team based in Guatemala City. Part of Distro's Data Science hiring. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
- Position: Technical Support Agent
- Company: Fast-growing AI-driven SaaS company
- Role Summary: You will be the first point of contact for customers, providing technical assistance, troubleshooting issues, and ensuring a seamless user experience. You will work closely with customers, product, and engineering teams to resolve issues, improve workflows, and contribute to the overall success of the platform. This is an excellent opportunity for someone who enjoys problem-solving, customer interaction, and working in a fast-paced tech environment.
- Key Responsibilities:
- Provide first-line technical support via chat, ticketing systems, calls, and screen sharing
- Troubleshoot, diagnose, and resolve technical issues in a timely manner
- Manage a high volume of support tickets, ensuring SLA compliance
- Reproduce and analyze issues reported by customers
- Escalate complex issues to engineering teams with clear documentation
- Guide customers through product features and troubleshooting steps
- Maintain accurate documentation of support interactions and resolutions
- Continuously learn and stay updated on product features and technical updates
- Requirements:
- 3–4 years of experience in Technical Support or IT Support roles
- Strong experience supporting SaaS or cloud-based platforms (AWS, GCP, or similar)
- Hands-on experience with ticketing tools such as Zendesk, Jira, or similar
- Experience working with third-party integrations (CRMs, external systems, APIs)
- Excellent written and spoken English (C1 level required)
- Strong problem-solving and troubleshooting skills
- Ability to manage multiple tasks in a fast-paced environment
- Experience working in distributed or remote teams
- Nice to Have:
- Experience supporting AI, NLP, or Machine Learning-based platforms
- Previous experience working with US-based companies
- Familiarity with customer support best practices and SLAs
- Experience in startup environments
- What We’re Looking For:
- Strong communication skills with the ability to explain technical concepts to non-technical users
- Customer-centric mindset and proactive approach
- Fast learner with adaptability in evolving environments
- Team player with strong attention to detail
- What You’ll Get:
- Opportunity to work with cutting-edge AI technology
- Exposure to a fast-growing startup environment
- Career growth and learning opportunities in tech support and SaaS
- Collaborative and international team
#SolvoGlobal
#LI-PROMOTED
#LI-Remote
Frequently Asked Questions
How do I apply for the Technical Support Agent position at Distro?
Use the Apply button above to submit your application directly to Distro. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Is the Technical Support Agent role at Distro remote?
Yes. This is a remote role. The team is based in Guatemala City, but the position itself does not require relocating to that office.
What does a Technical Support Agent at Distro earn?
Distro has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Technical Support Agent role at Distro posted?
This role was posted on May 13, 2026 (31 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
Is the Technical Support Agent role at Distro entry-level?
Yes. This is an entry-level position. Strong candidates typically have 0-2 years of relevant work experience, internships, or significant project work. Read the full description for any specific qualification requirements Distro has listed.
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