Mid Technical Support Specialist

Company Overview

Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most infl uential networks within software development and IT services for the entertainment, fi nancial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.

Position Title: Mid-Level Weekend Support Specialist
Location: Remote - LATAM

What You Will Be Doing

As a Weekend Support Specialist, you will provide application-level support for a customer's Logistics’ Warehouse Management Systems (WMS), ensuring timely issue resolution and exceptional user support during weekend operations.
You will:
● Provide Level 1–Level 3 application support for internal users across WMS platforms (Footprint and SoftGéon)
● This is a weekend shift position, 12 hours each. Suggested shifts are:
○ Friday, Saturday, and Sunday, from 6 PM to 7 AM EST (one-hour lunch included)
○ Saturday, Sunday, and Monday from 6 AM to 7 AM EST (one-hour lunch included)
● Troubleshoot user-reported issues within the application UI, including workfl ows, permissions, data visibility, and system behavior.
● Analyze issues independently by reproducing problems, validating data, and identifying root causes before escalation.
● Resolve incidents directly when possible, including data corrections within the application and retriggering automated processes.
● Escalate issues appropriately to Level 4 or Integration Support teams when required, following established escalation protocols.
● Manage and resolve tickets using Jira, while submitting and tracking vendor tickets with WMS providers as needed.
● Communicate clearly with users, providing guidance, clarifi cation, and occasional on-the-spot training to resolve user errors or misunderstandings.
● Work within strict SLA requirements, prioritizing issues based on complexity and resolution timelines.
● Maintain accurate ticket documentation and contribute to knowledge sharing and best practices.
● Operate independently during weekend shifts, using critical thinking and problem-solving skills to support users effi ciently.

Required Skills and Experience

Experience

● Experience in application support, production support, or customer-facing IT support roles.
● Prior exposure to logistics, warehousing, transportation, or supply chain operations.
● Experience supporting WMS and/or TMS systems (hands-on system usage or support preferred).
● Familiarity with ticketing systems (Jira strongly preferred).
● Ability to work independently during off-hours or weekend shifts.
Technical Knowledge (High-Level, Non-Development)
● Strong understanding of how enterprise applications function, including workfl ows, user roles, permissions, and automation.
● General understanding of system integrations (e.g., WMS → middleware → external systems), with the ability to recognize integration-related issues and route them correctly.
● Comfortable validating application data and system behavior; no coding or database changes required.
● SQL knowledge is not required; read-only exposure is acceptable but not expected.
● Basic understanding of programming concepts and technical terminology is needed to follow the logic. No software development or code-level troubleshooting is required.

Soft Skills

● Strong customer service mindset with the ability to remain calm and effective under pressure.
● Excellent critical thinking and problem-solving skills.
● Ability to ask clear, intentional, and targeted questions to quickly understand user issues.
● High degree of independence and ownership, especially during unsupervised weekend shifts. However, a supervisor will be available during certain hours of the weekend.
● Strong written and verbal communication skills.
● Patience and empathy when guiding users through solutions or training.
● Strong time management skills with the ability to prioritize multiple tickets while meeting SLAs.

Why you will love Lean Tech

● Join a powerful tech workforce and help us change the world through technology
● Professional development opportunities with international customers
● Collaborative work environment
● Career path and mentorship programs that will lead to new levels.

Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.