Technical Support Representative (Mexico)

Technical Support Representative

Orum's AI-powered suite frees salespeople to do what they do best: connect, listen, and sell. Our products give sales teams everything they need to connect faster, sell smarter, and grow revenue. From intelligent dialing and real-time conversation insights to AI-driven coaching and virtual sales floors, Orum is powering thousands of sales teams to have more meaningful conversations and turn every call into measurable impact. Companies who use Orum connect 5x faster and book millions in new pipeline every month.

Orum Support exists to be the eyes and ears of Engineering, Product, and Design (EPD) teams. We are the first - and often only team - with daily, unfiltered visibility into how customers experience our platform in the real world. Our team's identity is to be product intelligence operators who out-support every competitor in every dimension. Our mandate is to deliver swift, effortless support experiences to customers during every interaction, while translating real-world visibility into clear, precise intelligence that EPD can act on.

The Technical Support Representative owns the front-line customer experience from ticket creation all the way to resolution. This role serves as the primary author of the customer relationship and the vital first filter in the product intelligence chain.

What You'll Do:

• Efficiently manage a high-volume, multi-channel ticket queue within our ticketing application while maintaining strong attention to detail.
• Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment.
• Maintain an average resolution time that aligns to internal SLA while ensuring 100% of active tickets are touched every 24 business hours with a meaningful update.
• Work and resolve the majority of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base.
• Execute rigorous data capture discipline by gathering critical raw technical data—such as Org IDs, User IDs, timestamps, and reproduction steps—to cleanly document issues.
• Perform thorough due diligence and complete required technical templates when escalating unresolved issues.
• Proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management.
• Build strong cross-functional relationships and collaborate with internal teams to drive timely resolutions and contribute to support team growth.

Must Have:

• 2+ years of experience in Technical Support
• Candidates must be based in Mexico - we are not considering candidates in other locations at this time.
• Ticketing system experience
• Experience troubleshooting software as a service (SaaS)
• Experience & Intermediate proficiency with Google Apps suite (i.e. Docs, Sheets, etc)
• Live chat, email support channel experience & operating ticket queues
• Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ("remote in")

Nice To Have:

• Experience contributing to the knowledge base
• Experience with DevRev and Jira
• Experience troubleshooting complex software integrations / Troubleshooting APIs
• Experience serving as an escalation point for complex tickets or troubleshooting
• Salesforce Sales App/Account Object experience
• Troubleshooting experience with telephony, VoiP, Networking
• Windows or Mac admin experience
• Proficiency in writing and optimizing complex SQL queries.
• Experience with any of our integrations: Outreach, SalesLoft, HubSpot

Orum Is An Equal Opportunity Employer

We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at View email address on click.appcast.io. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.