About the role

We are looking for an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees of a large technology company, assisting with software, hardware, endpoints, applications, access, and connectivity issues through ticketing, chat, email, phone, and video channels. You will triage incoming requests, resolve issues within scope, escalate appropriately while maintaining ticket ownership, and contribute to documentation, knowledge articles, and service improvement initiatives. The role is based in LatAm and requires overlap with PST business hours.

What you will do

  • Serve as a first point of contact for employee technical issues involving software, hardware, endpoints, systems, applications, access, and network connectivity.
  • Provide remote support through approved channels, including ITSM workflows, chat, email, phone, and video.
  • Effectively triage incoming requests, diagnose and resolve Tier 1 issues whenever possible, and determine the appropriate path to resolution.
  • Own escalated tickets and subtasks through resolution or successful handoff, maintaining coordination ownership until the receiving team accepts the handoff.
  • Perform advanced troubleshooting across software, endpoints, applications, access systems, and network connectivity using approved administrative tools and elevated access.
  • Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
  • Log, track, and maintain complete ticket documentation, including troubleshooting performed, supporting evidence, impact, decisions, progress, and final resolution.
  • Identify recurring issues, operational friction, and documentation gaps and contribute to service improvements and longer-term corrective actions.
  • Create and improve knowledge articles, runbooks, troubleshooting guides, and support documentation.
  • Identify opportunities to shift appropriate work from Tier 2 to Tier 1 or self-service, as well as opportunities for automation, improved routing, and more efficient support workflows.
  • Support technology rollouts, testing, operational initiatives, and hypercare activities as needed.
  • Participate in assigned collaboration and support channels, queue management, quality reviews, operational reporting, and service-performance reviews.
  • Follow all applicable service-level, security, access-control, privacy, and change-management requirements.
  • Adapt to changes in approved processes, workflows, technologies, and support documentation while maintaining accurate and thorough documentation.
  • Collaborate effectively with Indeed support teams, service leads, and other technical stakeholders to provide a high-quality employee support experience and continuously improve support efficiency and quality.

Must haves

  • 3+ years of experience in IT Support or related roles.
  • Proven experience providing Tier 1 and Tier 2 remote IT support for end-users.
  • Strong background in diagnosing and troubleshooting common issues across software, hardware, endpoints, systems, applications, access, and network connectivity.
  • Experience working with ITSM platforms and ticketing systems to log, track, document, and manage user interactions.
  • Familiarity with using administrative tools and elevated access to perform authorized troubleshooting and configuration activities.
  • Demonstrated ability to effectively triage incoming requests, resolve issues independently, or escalate them to appropriate specialist teams while maintaining ticket ownership.
  • Ability to participate in queue management, operational reporting, and service-level compliance.
  • Analytical skills to identify recurring problems, operational friction, and opportunities for automation or workflow improvements.
  • Excellent customer service and professional communication skills to support employees across multiple remote channels (chat, email, phone, video, etc.).
  • Upper-Intermediate English level.

Perks

  • Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
  • Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
  • Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
  • Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
  • Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
  • Well-being & support: access local well-being programs and people-focused support tailored to your location

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Hiring process timeline

We designed our hiring process to be fast, transparent, and convenient — so you always know what to expect and can move through the steps without unnecessary delays.

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After applying, keep an eye on your inbox — including your spam folder. Occasionally, emails from our hiring platform, LaunchPod, may land there.

1

Tell us about yourself

Submit a short application form.

2

Pass a quick test

Pass a 30’- 60’ test.

3

Record a short video

Introduce yourself on video to fast-track your application process.

4

Meet our team

Once you pass the video review, grab a spot on our calendar for a technical interview.

5

Get an offer

Welcome to AgileEngine!

FAQ

Have any questions?

What is the work format and schedule?

We are a remote-first company, so all our positions are remote. Schedules are flexible, but the main requirement is to have an overlap with your client’s schedule to ensure smooth collaboration. Specific details depend on the project and are discussed during the interview process.

What level of English is required?

We look for Upper-Intermediate (B2) proficiency or higher. Since you will be collaborating with international teams and global clients (including Fortune 500 companies), English is a part of your daily work.

Does AgileEngine provide work equipment?

It depends on your location. We provide equipment in Ukraine, Poland, Argentina, Colombia, Mexico, Brazil, Guatemala, Portugal, Spain, and India. In the USA, equipment is usually provided by the client; otherwise, you will be expected to use your own setup.

What opportunities for professional growth do you offer?

We support continuous growth through personalized development paths tailored to each expert. Also, you can expect:

  • An annual learning and development budget
  • Internal workshops, tech talks, and mentorship programs
  • Opportunities to switch projects or grow into new roles over time

What does a typical team look like, and what tools do you use?

Teams vary by project, but you’ll usually work with a mix of experts across different fields, along with a delivery or project manager who supports collaboration and onboarding.

For day-to-day work, teams commonly use tools like Jira and Google Workspace, along with communication platforms such as Google Chat. Depending on the client, you may also work with Slack, Confluence, Notion, or similar tools.

Need help?

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If something doesn’t work or you have questions regarding your application process, drop us a line.

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