Technical Support Engineer

Job Description

Where you'll work:  Guatemala City, Guatemala 

Engineering at GoTo

We're trailblazers in remote work technology—building powerful, flexible solutions that empower everyone to live their best life, both at work and beyond. With us, you'll have the opportunity to chart new paths and help redefine how the world works. For us, AI isn't just a buzzword; it's a tool we use to deliver real, practical value to our customers and teams. We focus on solving meaningful problems, not just adding features for the sake of using AI. Here, growth takes many forms: you can expand your skills, take on new challenges, lead initiatives, and explore creative ideas. Join a GoTo product team and play a key role in transforming the workplace for millions of users worldwide—your work will truly make a difference

Your Day to Day  

As a Technical Support Engineer , you would be working on: 

• Review and manage technical support cases: Dedicate time each week to review escalated support tickets, analyze case statuses in JIRA, and coordinate updates between Care, Engineering, and Product teams.
• Facilitate cross-functional meetings: Prepare agendas, review key escalations, and actively participate in weekly meetings—advocating for critical customer issues and ensuring actions are clearly communicated.
• Communicate and document solutions: Relay updates and next steps to case owners, maintain organized documentation in Confluence and Slack, and create resources that help front-line support teams grow their expertise.
• Drive process improvements: Regularly review old cases, suggest process updates, and help refine our escalation and support procedures. Share best practices and contribute to training materials for your peers.
• Be the product expert: Stay hands-on with GoTo's products like LogMeIn Rescue, Resolve, and GoTo Assist; use this experience to proactively identify issues, provide feedback, and champion the customer experience

What We're Looking For 
As a Technical Support Engineer, your background will look like:

• Strong Technical Problem-Solving: Proven experience troubleshooting and managing technical support escalations for SaaS or cloud-based products.
• Effective Communication Skills: Ability to clearly explain technical concepts to both technical and non-technical audiences and keep all stakeholders informed.
• Hands-on Experience with Support Tools: Comfortable using tools like JIRA, Slack, Confluence, and other case management systems.
• Collaboration & Cross-Functional Teamwork: Experience working closely with support, engineering, and product teams, advocating for customer issues and driving results.
• Process Improvement Mindset: Proactive in suggesting, documenting, and sharing best practices and process enhancements to improve team effectiveness and customer satisfaction.

What We Offer

At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team:

• Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs

• Paid holidays, volunteer time off, and quarterly self-care days and no meeting days

• Tuition and reading reimbursement programs to support your continuous learning and professional growth

• Thrive Global Wellness Program, Confidential Employee Assistance Program (EAP)

• Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.

At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.