Technical Support Associate

Technical Support Associate at GeoComply GeoComply is a leader in geolocation, cybersecurity, and anti‑fraud technology. We develop solutions that support regulatory compliance, protect businesses from fraud, and improve user experiences worldwide. About the Role As a Technical Support Associate, you will deliver exceptional support for our geolocation and cybersecurity products. Your responsibilities include troubleshooting technical issues, analyzing data, and acting as a technical resource for internal teams and external clients. Strong analytical thinking, attention to detail, and a solid technical foundation are essential. Key Responsibilities Assist customers with technical requests, investigations, and questions through ticketing systems (Salesforce, Jira, Slack). Troubleshoot issues related to solution integrations, geolocation accuracy, network configurations, and system performance. Support investigations by reviewing data tables and logs (Grafana, Kibana) and creating reports using scripts and in‑house solutions. Complete configuration changes or escalations with clear technical context. Monitor performance alerts and communicate valid issues immediately to clients and incident teams. Coordinate with Customer Success Managers to manage clients and escalations. Collaborate with Engineering and Product teams by providing technical observations and improvement suggestions. Contribute to the knowledge base by creating and refining troubleshooting documentation and user guides. Who You Are Technical Requirements: Education or experience in Computer Science, IT, Data, Engineering, or related field (degree, bootcamp, certifications, or equivalent self‑taught experience). At least two years of technical support experience via email, live chat, social media, or phone. Understanding of APIs, databases, networking basics, and troubleshooting methodology. Fluent English (written and verbal). Core Competencies: Constant Learner – curiosity, tech‑savvy, and a drive to grow skills. Solutions‑Focused – dedicated problem‑solver who finds paths forward. Strong communication – clear verbal and written skills for both technical and non‑technical audiences. Detail‑oriented – meticulous accuracy in technical work. Pragmatic – stays calm under stress and handles multiple priorities. Flexible – willing to work rotating shifts, evenings, weekends, and across time zones. Bonus Points Experience with ticketing systems (Salesforce, Jira, Zendesk) and collaboration platforms (Slack, Confluence). Passion for IT, AI, innovation, and industry trends. Spanish or Portuguese proficiency. Compensation $56,000 – $77,000 a year. Salary is based on location, skills, experience, and market factors. Benefits Performance‑based bonus Equity plans Paid vacation and sick days Extended health benefits Generous Learning & Development Allowance Sports and Physical Wellness budget (30% of L&D Allowance) Charitable and DEI initiatives Team‑building events Apply Now Send your resume and a cover letter. We look forward to meeting you Commitment to Diversity and Equity If you don’t tick every box, please apply. We value inclusion, collaboration, adaptability, courage, and integrity. Search Firm Representatives We do not accept unsolicited assistance from search firms without a valid written agreement. Referrals must be through the GeoComply Talent Acquisition Team. Privacy Notice We care about your privacy. Please read our Applicant Privacy Notice before applying. We may use AI tools to support the hiring process, but final decisions are made by humans. #J-18808-Ljbffr