Technical Support Engineer – Honduras

Aloware is #1 AI-driven phone system for CRMs. A leading cloud-based contact center software that enables businesses to seamlessly integrate their customer communications across multiple channels, including voice, text, and email. Our platform empowers sales and support teams to enhance customer engagement, improve lead management, and drive revenue growth through intelligent automation and robust analytics.

We're pre-Series A (in this economy!), cash-flow positive, and will continue to be profitable as a mantra for our business.

The Solutions Engineer will work closely with our Product, Support, Sales, and Customer Success teams to troubleshoot and resolve complex technical issues, verify bugs, and contribute to building scalable solutions. You’ll be a key player in ensuring customer satisfaction, improving product feedback loops, and supporting the success of deals across the customer lifecycle.

What you’ll do

• Provide first-line support across chat, email, and phone, delivering fast, accurate, and human responses
• Troubleshoot and resolve advanced technical issues escalated by Sales, Product, or CSM teams
• Verify and document bugs, using tools like Fullstory, Metabase, and Twilio
• Create and manage detailed Jira tickets for bugs and feature requests, ensuring complete context and documentation
• Collaborate with Product to ensure timely resolution of technical issues and communicate status to internal teams
• Partner with Sales during live deals to provide technical expertise and solution recommendations
• Support CSMs during onboarding, check-ins, demos, and troubleshooting calls with clients
• Join quarterly reviews with customers alongside CSMs to ensure technical goals are being met
• Identify recurring issues and provide insights to improve product quality and support processes
• Maintain internal documentation and contribute to scalable technical knowledge base assets

Who you are

• 2+ years of experience in a technical support, solutions engineering, or similar SaaS-facing role
• Prior experience in SaaS is required
• Prior experience in VoIP environments is highly preferred
• Recent experience in Intercom is highly preferred
• Strong written and spoken English — you care about tone, clarity, and accuracy
• You can break down complex issues into clear, actionable steps
• Comfortable engaging with customers directly and participating in live calls with Sales and CSMs
• Familiar with tools like Salesforce, HubSpot, Jira, and debugging platforms
• You thrive in a remote, tech-forward culture and enjoy cross-functional collaboration

What’s In It for You

• Competitive salary based on experience
• Performance-based bonuses
• Growth opportunities in a scaling SaaS company
• Work with a high-performing, mission-driven team

Fully remote – Open to candidates based in Honduras only.