Technical Support & Customer Experience Specialist
About the role

We are looking for a Technical Support & Customer Experience Specialist to help our customers install, use, troubleshoot, and get the most value from our technology products.

This is not a generic customer service role. Our products combine hardware, software, connectivity, sensors, and HVAC/energy-saving functionality, so we need someone who is comfortable understanding technical problems and explaining solutions clearly.

The ideal person does not need to be a senior engineer or product developer, but should have strong technical curiosity, good problem-solving skills, and the ability to learn how the product works in depth.

Main responsibilities

Provide technical support to customers through email, chat, phone, or internal support tools.

Understand customer issues, ask the right diagnostic questions, and guide them toward a solution.

Help customers with installation, configuration, connectivity, product behavior, and troubleshooting.

Identify whether an issue is related to setup, installation, hardware, software, connectivity, user error, or product limitations.

Document support cases clearly so the team can track recurring problems.

Escalate complex issues to engineering or product teams with useful context, evidence, and steps to reproduce.

Create or improve support documentation, FAQs, troubleshooting guides, and customer-facing instructions.

Help the company improve the customer experience by identifying patterns in support requests.

Learn the product deeply and become a reliable internal reference for how it works in real-world use.

Required profile





Good spoken and written English.

Strong communication skills and patience when helping customers.

Comfortable with technology, hardware, software, apps, and connected devices.

Ability to understand technical symptoms and think logically about possible causes.

Basic understanding of electronics, networks, IoT, HVAC, software, or similar technical products.

Organized and able to document cases clearly.

Curious, proactive, and willing to learn how the product works in detail.

Able to explain technical topics in simple language.

Comfortable working with both customers and internal technical teams.

Preferred background

Studies or experience related to engineering, mechatronics, electronics, industrial engineering, computer systems, IT, product support, technical support, or similar fields.

Experience supporting physical products, IoT devices, software platforms, electronics, HVAC systems, smart home devices, or B2B technology products.

Experience using support tools, CRMs, ticketing systems, documentation tools, or remote troubleshooting tools is a plus.

What we are not looking for
We are not necessarily looking for a senior engineer or someone with very advanced credentials. More important than formal experience is the ability to understand technical problems, communicate well, learn fast, and take ownership of customer issues.

Adecuado candidate

Someone who enjoys solving problems, understands technology naturally, communicates clearly in English and Spanish, and can become the bridge between our customers and our product/engineering team.

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📌 Technical Support Specialist (Ejido del Centro)
🏢 Cuby Smart
📍 Ejido del Centro