Technical Support Engineer

Role DetailsLocation: San Pedro Sula or Tegucigalpa, HondurasWork Arrangement: HybridType of Support: Email and video callsContract Duration: Full-timeTraining Schedule: On-site for a 3-week duration. Monday to Friday; 8:00 am -5:00 pmWork Schedule: Tuesday to Saturday; 7:00 am - 4:00 pmExpected Start Date: October 1st, 2026
About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
The RoleAs a Technical Support Engineer, you will be providing Business-to-Business (B2B) technical support to enterprise customers through tickets (email and CRM) and live calls. You will report directly to your Crescendo Team Lead and will be in constant communication with the client global team to solve technical issues on a daily basis via CRM, email, and video calls. Every case you tackle will require in-depth troubleshooting, extensive server investigation, and exceptional empathy towards customers.The reason you join won’t be the reason you stay.
What You’ll Do:Manage time effectively to complete daily, weekly, and monthly tasksProvide high-quality technical support to B2B customers through CRM, email, and video calls.Work directly with customers’ managers and IT teams to resolve technical issuesCollaborate with the Team Lead to submit and manage escalationsAssist customers with troubleshooting and resolving design template issues using the Adobe Creative Suite, particularly InDesignBecome a Subject Matter Expert (SME) on the products being supportedAdhere to all Crescendo and program guidelines and proceduresProactively follow up with customers to ensure cases are fully resolvedComplete all assigned tasks and training materials to stay prepared for product and process changes.Provide meaningful, timely responses and technical assistance to customers.Analyze and identify database-related issuesTroubleshoot AWS cloud-side issues affecting customers’ email servicesIdentify and troubleshoot issues within customers’ serversTroubleshoot server-side program softwarePerform client product installations and migrations on customer serversApply client SME knowledge to assist customers with product functionality, troubleshooting, and performance optimization
What We Expect From You:Excellent written and verbal English communication skills (C2 required)2+ years of experience providing advanced technical supportAdvanced technical experience with server and database managementExperience with Windows Server 2008–2022Experience with SQL Server 2012–2022Experience with the Adobe Creative Suite, including:InDesignPhotoshopIllustratorBasic web design knowledge, including HTML, CSS, and JavaScript fundamentalsExperience using Visual Studio CodeStrong technical background with logical and analytical problem-solving skillsEnthusiasm for working in a fast-paced, dynamic startup environment
What You’ll Get In Return:Be part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsHybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesAccess to free posture-based fitness workouts from homeTraining and professional development opportunities
Company CultureProudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.
Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.
Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.
We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at [email protected].
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