Aloware · 9 hours ago
Technical Support Engineer – Honduras
United States
Full-time
Remote
Entry, Mid Level
$1,500/mo - $2,000/mo
2+ years expAloware is a leading cloud-based contact center software that enables businesses to seamlessly integrate their customer communications across multiple channels. The Solutions Engineer will work closely with various teams to troubleshoot and resolve complex technical issues, verify bugs, and contribute to building scalable solutions, ensuring customer satisfaction and supporting the success of deals across the customer lifecycle.
Communications InfrastructureCRMCustomer ServiceSaaSSoftware
Responsibilities
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
Qualification
Required
2+ years of experience in a technical support, solutions engineering, or similar SaaS-facing role
Prior experience in SaaS is required
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
Preferred
Prior experience in VoIP environments is highly preferred
Recent experience in Intercom is highly preferred
Benefits
Performance-based bonuses
Growth opportunities in a scaling SaaS company
Company
Aloware
Aloware stands at the forefront of providing all-in-one cloud based contact center solutions.
51-200 employees
H1B Sponsorship
Aloware has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$1.5M2021-08-08Seed· $0.75M
2021-01-20Seed· $0.5M
2018-02-20Seed· $0.25M
Leadership Team
Anoosh Roozrock
Chief Executive Officer
Sohrab Sheikhani
Director of Engineering
Recent News
2023-10-02
Company data provided by crunchbase