Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Process Management Zendesk Telecom Infrastructure Tool Management Carrier Management Industry Trend Analysis Workflow Technology Escalation Procedures Support Engineering Help Desk Support Automated Information Systems Business Process Automation Support Engineering Service-Oriented Architecture Customer Success Management

Other Skills

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Troubleshooting (Problem Solving)
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Communication
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Teamwork
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Technical Curiosity
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Proactivity
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Results Focused
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Problem Solving

NIR-YU

Human Resources, Staffing & Recruiting

About NIR-YU

Nir-Yu specializes in helping Small and Medium Enterprises unlock the potential of their business. Our typical customer is worried about not being able to make enough progress on their product(s) or project(s) with their current team; they need additional team-members to deliver work on-time and with the required quality. Tight budgets also make it necessary to lower average wage costs, making it necessary to consider hiring internationally to lower costs. We help these companies by providing a bespoke service that finds and hires remote workers from Mexico, Colombia, Argentina, Chile, Brazil and other countries in LatAm based on the company’s specific job descriptions to work as an extension of their team and perform the required functions. Unlike many other companies, we don’t have a bench of contractors to be hired out, instead each team is hired specifically to meet specific requirements and to work exclusively as a remote employee.

Company type: Scaleup

Industry: Human Resources, Staffing & Recruiting

Founded: 2018

Company size: 201 - 500

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Job description

The Role:

We’re looking for a support professional who genuinely loves helping customers succeed - not just closing tickets. You’ll thrive here if you’re proactive, technically curious, and energized by solving real problems across APIs, messaging workflows, and SaaS tools. This role is ideal for someone who brings 2–4 years of hands‑on support experience, knows their way around Zendesk, and is excited by the worlds of telecom/CPaaS, automation, and AI‑driven support. If you’re the kind of person who digs in, communicates clearly, and cares deeply about outcomes, you’ll fit right in.

Responsibilities:

Deliver thoughtful, outcome‑focused support that prioritizes customer success over ticket volume.
Troubleshoot issues across Zendesk, APIs, integrations, and messaging workflows.
Support customers using telecom/CPaaS tools, including 10DLC, A2P messaging, and carrier‑related processes.
Collaborate with product and engineering teams to surface trends, escalate issues, and improve the customer experience.
Contribute to building and refining automated support workflows, leveraging AI and internal tooling.
Maintain clear, proactive communication with customers and internal teams.

Requirements:

2–4 years in a customer support or technical support role, ideally in a SaaS startup environment.
Strong Zendesk proficiency.
Background in telecom or CPaaS (10DLC, A2P, carrier operations) strongly preferred.
Comfort diagnosing API, integration, and workflow issues.
Curiosity about AI, automation, and support tooling; experience with automated workflows is a plus.
A proactive, service‑oriented mindset - technically curious, communicative, and genuinely motivated to help customers succeed.