Customer Support Specialist (L1/L2) - Americas

Remote | Full-time consulting agreement | Eastern Time working hours

About TelgeaAt Telgea, we're giving international companies a single place to manage mobile plans across borders, with one agreement and one platform. Whether their teams are in Stockholm, Austin or São Paulo, we make it simple to keep everyone connected.

We're a team of seasoned operators on a mission to fix what's broken in integral telecom. We move fast, think customer-first and believe in autonomy, trust and taking ownership.

As we expand across the Americas, we’re looking for a hands-on Customer Support Specialist who can combine excellent end-user support with more technical troubleshooting and escalation management.

The roleYou will be the first point of contact for many of our customers and end users in North and South America, helping them resolve issues quickly and keeping them informed throughout the process.

This is not purely a ticket-handling role. Alongside day-to-day L1 support, you will take ownership of more complex L2 cases involving our SaaS platform, APIs and network services. You will work closely with customers, network partners and our Product and Engineering teams to diagnose issues and drive them through to resolution.

The role combines reactive support - responding to incoming questions and incidents - with proactive work, including customer follow-ups, onboarding support and internal coordination.

What you will doSupport customers and end users

- Manage incoming support requests through Intercom and other support channels.
- Help users with activations, eSIMs, connectivity, roaming, number transfers and general account or service questions.
- Troubleshoot issues systematically and provide clear, friendly and practical guidance.
- Follow cases through to resolution,



keeping customers informed along the way.
- Join customer calls when an issue is easier to resolve through direct conversation.

Handle technical support and escalations

- Investigate more complex L2 issues involving Telgea’s platform, integrations and APIs.
- Collect the right diagnostic information and distinguish between user, platform and network-related issues.
- Escalate network incidents to our mobile network partners and actively follow up until they are resolved.
- Report bugs to Engineering with clear reproduction steps, impact and supporting information.
- Capture customer feedback and feature requests and communicate them to Product.

Support onboarding and internal coordination

- Help customers and end users through onboarding and activation.
- Coordinate internally with Sales, Product, Engineering and Connectivity.
- Identify recurring issues and suggest improvements to our processes, documentation and product.
- Contribute to help-centre content, troubleshooting guides and internal support playbooks.

What we’re looking for

- Experience in customer support, technical support, SaaS support or a similar customer-facing role.
- Strong technical aptitude and a structured approach to troubleshooting.
- Some experience working with APIs, integrations or technical SaaS products. You do not need to be a developer, but you should be comfortable investigating technical issues and communicating clearly with engineers.
- Excellent written and spoken English.



You will support international customers and must be able to explain technical issues clearly, calmly and professionally.
- A strong sense of ownership. You do not simply pass a case along - you follow it through and make sure the customer gets an answer.

- Good judgement around urgency, customer impact and when to escalate.
- Strong organisation and follow-up skills, with the ability to manage several open cases at once.
- Comfortable working independently in a remote, fast-changing environment.
- Able to work full-time on Eastern Time hours.

Experience in telecom, mobile connectivity, Intercom or working with external service and network partners is a strong advantage. Spanish or Portuguese is also a plus, but not required. Why join Telgea

- Join an international company solving a real problem for global businesses.
- Take ownership of customer support across a growing and strategically important region.
- Work across customer experience, technology and telecom - not just ticket handling.
- Collaborate directly with Customer Success, Product, Engineering and our global network partners.
- Help shape Telgea’s support processes as we scale into new countries.
- High autonomy, meaningful responsibility and very little corporate bureaucracy.
- Work fully remotely as part of an international team.

Practical details

- Location: Fully remote. You may be based anywhere, provided you can consistently work Eastern Time hours. Candidates based in the Americas are particularly encouraged to apply.
- Engagement: Full-time consulting agreement.
- Compensation: USD 2,500 per month for the first six months, increasing to USD 3,000 per month thereafter.
- Language: Fluent written and spoken English is required.
- Start date: As soon as possible.

📌 Customer Support Specialist/Americas (México)
🏢 Telgea
📍 México