Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Phone, chat and Emails
Contract Duration: Permanent
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: July 23, 2026
 

About Us

Crescendo 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.

The Role

We are looking for a customer-focused Technical Support Engineer to join our support team and assist customers with product installation, licensing, and technical issues across Windows and macOS environments.

As the first point of contact for customers, you will handle support requests through phone, email, and chat, troubleshoot common issues, document cases accurately, and ensure customers receive timely and professional support.

What You’ll Do:

• Provide first-level technical support to customers via phone, email, and chat.
• Assist customers with product installation, activation, licensing, updates, and troubleshooting.
• Troubleshoot software issues across Windows and macOS environments.
• Guide customers on product usage, known issues, workarounds, and available support resources.
• Log, track, and manage customer cases in the support system with accurate notes and timely updates.
• Aim for first-touch resolution wherever possible by diagnosing issues clearly and efficiently.
• Follow up with customers within agreed support timelines and manage expectations professionally.
• Escalate complex technical issues to L3 Support and Engineering with complete case details, screenshots, logs, and reproduction steps.
• Identify recurring issues, product defects, or customer pain points and report them internally.
• Stay updated on new software releases, patches, features, and known issues.
• Collaborate with internal Support, QA, Product, and Engineering teams when required.
• Support customers across different regions and be flexible to work assigned shifts.
   

What We Expect From You:

• At least 2 years of experience in Customer Support, Technical Support, Help Desk, or Product Support.
• Strong written and verbal communication skills in English.
• Strong troubleshooting skills for desktop applications.
• Basic understanding of Windows and macOS operating systems.
• Ability to support customers professionally through phone, email, and chat in a remote environment.
• Strong problem-solving skills with patience, ownership, and attention to detail.
• Ability to document issues clearly and follow established support processes.

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. 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 applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.