Tech Support

Tech Support, Tier 2 Agent – Latin America (Based in Santiago, Chile)

Location:
Santiago, Chile

Reports to:
Director of Solutions Engineering, LATAM

Travel:
As required

About the Role

Hanwha Vision LATAM is seeking a
skilled and motivated Tier 2 Tech Support Agent
to join our regional Support Team.

This role is responsible for providing
product-related technical support
to customers across Latin America, ensuring issues are resolved quickly, accurately, and with a customer-first approach.

As a Tier 2 Tech Support Agent, you will manage incoming requests, troubleshoot technical problems, document solutions, and collaborate with Tier 3 Engineers on complex cases.

You will be a key partner in improving the customer experience and supporting the growth of our security solutions across the region.

What You'll Do

• Provide technical support for Hanwha Vision products via email and phone.
  
  
• Troubleshoot and resolve product, installation, and operational issues, escalating to Tier 3 as needed.
  
  
• Manage support cases using
  Zendesk
  (or similar ticketing systems) in line with department SLAs.
• Document recurring issues and contribute to product quality and development improvements.
  
  
• Update and maintain the
  HVLA Knowledge Base
  with solutions and technical insights.
  
  
• Deliver excellent customer service while maintaining professionalism, empathy, and urgency.
  
  

What We're Looking For

• 2+ years of experience in a
  helpdesk, call center, or customer-facing support role
  .
  
  
• Hands-on experience with
  Zendesk or similar systems
  .
  
  
• Strong knowledge of
  IT, networking, server administration, and infrastructure
  .
  
  
• Prior experience in the
  security industry
  highly preferred.
  
  
• Technical certifications in
  IP cameras, NVRs, or VMS
  strongly desired.
  
  
• Excellent written and verbal communication skills (Spanish & English).
  
  
• Strong organizational skills with the ability to manage multiple cases and deadlines.
  
  
• High emotional intelligence with the ability to understand customer needs and act with empathy.
  
  

Why Join Us?

At Hanwha Vision LATAM, you'll be part of a
global leader in video surveillance solutions
, working with innovative technology and a dynamic regional team.

We offer opportunities to grow professionally, gain exposure across international markets, and make a real impact in the security industry.

Apply now and be part of shaping the future of security solutions in Latin America