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Dotdigital Logo Dotdigital · IT - Software Development

Tech Support Specialist - Alia

Colombia; Costa Rica; Mexico · Job Posted May 14, 2026
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Job Description

Assist customers with setup and resolve technical issues that require web development knowledge. Serve as a frontline technical resource, jumping in quickly on urgent issues while building out documentation to help customers self-serve over time.

Job Responsibility

  • Troubleshoot and resolve customer technical issues
  • Guide customers through product setup and configuration
  • Respond to urgent issues quickly and see them through to resolution
  • Write and maintain help documentation for recurring issues and common setup flows
  • Escalate bugs and product issues to engineering with clear reproduction steps

Requirements

  • Strong web development fundamentals: HTML, CSS, JavaScript, DevTools, networking basics, web vitals
  • Strong written and spoken English
  • Patient and customer-focused
  • able to explain technical concepts clearly to non-technical users
  • Able to stay calm and effective under time pressure

Nice to have

  • Shopify experience (big plus, especially Shopify themes)
  • Prior experience in a technical support or solutions role
  • Experience writing public-facing technical documentation
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