Technical Support Analyst

Hi, I'm Martha Garces, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for a Technical Support Analyst who will: Provide Level 2 technical support for CSG products in production, resolving technical issues and error conditions reported by customers and internal stakeholders in line with SLAs and OLAs. Monitor, triage, and work incident and service request queues in the CSG support tools, ensuring tickets are accurately updated with investigation details, status, and resolution notes at all times. Analyze application, database, and interface behavior using SQL queries, logs, and standard Unix/Linux utilities to determine root cause and recommend or execute corrective actions under guidance from senior staff where needed. Execute standard operational tasks and runbooks (job restarts, configuration changes, health checks, basic deployments or turnovers) following approved procedures and change-management controls. Collaborate with Level 3/L4 (Development and Product) teams on complex issues, providing clear problem descriptions, supporting data, and test results, and tracking follow‑up actions to closure. Maintain a high level of customer satisfaction through professional communication, proactive follow‑up, and timely updates during incident lifecycle and post‑incident reviews. Contribute to knowledge management by creating and updating technical documentation, troubleshooting guides, and standard operating procedures for recurring issues and routine tasks. Assist in implementing minor configuration changes and enhancements in test and production environments, coordinating with business and technical teams to validate and promote changes safely. Participate in shift work, on‑call rotations, and after‑hours/weekend/public-holiday support to provide 24x7 coverage as required by customer contracts. When applicable, support customer reporting and basic data analysis, creating or running standard reports to help customers understand system behavior and metrics. Is this opportunity right for you? We are looking for candidates who: 2 years of experience in technical/application support, software, or telecommunications operations, or equivalent academic/project experience. Basic knowledge of Unix/Linux and shell commands; ability to review and run scripts following standard procedures. Basic experience with SQL and relational databases (e.g., Oracle), including querying data and interpreting results for troubleshooting. Good understanding of complex software/system architectures and the interaction between applications, databases, and interfaces in a telecom environment (advantage). Strong analytical and problem‑solving skills, with the ability to break down issues, identify patterns, and follow through on actions to resolution. Effective written and verbal communication skills in English; Spanish plus additional languages are an advantage for regional support. Ability to work well in a team-oriented, global support environment, including collaboration across time zones and cultures. Willingness to work shifts, be on stand‑by, and support critical incidents outside normal business hours as required. Ability to read, write, speak and understand the English language in a business environment CSGer Perks & Benefits Work from Home, in-office, or hybrid Employee Belonging Groups Healthcare: Dental, Medical, and Vision Paid Vacation, Volunteer, and Holiday Time Off And so much more! #LI-Remote Location(s): Colombia RemoteBrazil Remote Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes. Our Guiding Principles: Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen. Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are. Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure. Our Story: CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here. Apply To This Job