Job Overview
Location
Mexico
Job Type
Full-time
Category
Customer Support
Date Posted
May 28, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Representative at Orum, you will own the front-line customer experience from ticket creation to resolution, serving as the primary author of the customer relationship and the vital first filter in the product intelligence chain.
- • You will efficiently manage a high-volume, multi-channel ticket queue within the ticketing application while maintaining strong attention to detail, respond to all incoming tickets within internal SLA, and maintain an average resolution time aligned to internal SLA while ensuring 100% of active tickets are touched every 24 business hours with a meaningful update.
- • You will work and resolve the majority of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base, and execute rigorous data capture discipline by gathering critical raw technical data such as Org IDs, User IDs, timestamps, and reproduction steps to cleanly document issues.
- • You will perform thorough due diligence and complete required technical templates when escalating unresolved issues, proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management, and build strong cross-functional relationships to drive timely resolutions and contribute to support team growth.
- • Orum is a remote-first team of builders and dreamers creating a future where work feels more meaningful and connected, with a mission to power sales teams to have more meaningful conversations and turn every call into measurable impact through AI-powered dialing, real-time conversation insights, and virtual sales floors.
- • The Support team operates as the eyes and ears of Engineering, Product, and Design (EPD), providing daily, unfiltered visibility into how customers experience the platform in the real world and translating that into clear, precise intelligence for product improvement.
- • You will embody Orum’s Operating Principles: operating above the line with extreme ownership, practicing active listening to uncover underlying concerns, moving fast while documenting well, treating every ticket as a data point, and acting as an ambassador who shapes customer perception through consistent, warm, direct, and accountable communication.
🎯 Requirements
- • 2+ years of experience in Technical Support
- • Candidates must be based in Mexico - we are not considering candidates in other locations at this time
- • Ticketing system experience
- • Experience troubleshooting software as a service (SaaS)
- • Experience & Intermediate proficiency with Google Apps suite (i.e. Docs, Sheets, etc)
- • Live chat, email support channel experience & operating ticket queues
- • Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ('remote in')
🏖️ Benefits
- • Remote-first work environment enabling flexibility and autonomy
- • Opportunity to work with AI-powered sales technology impacting thousands of sales teams globally
- • Clear path to contribute to product intelligence by surfacing customer insights to Engineering, Product, and Design teams
- • Culture rooted in extreme ownership, active listening, and data-driven support practices
- • Equal opportunity employer committed to diversity, inclusion, and accessibility accommodations
- • Chance to grow cross-functional collaboration skills by working closely with EPD and Support Management teams
Skills & Technologies
About Orum, Inc.
Orum is a New York-based financial technology company that provides real-time payments infrastructure through its API platform. The company enables businesses to accelerate money movement by offering instant account verification, real-time payment routing, and automated risk management. Orum's platform integrates with major payment networks including FedNow, RTP, ACH, and Wires, allowing enterprises to reduce payment failures and operational costs. Founded in 2019 by Stephany Kirkpatrick, the company serves financial institutions, fintechs, and large enterprises seeking to modernize their payment systems. Orum's solutions focus on improving payment speed, reliability, and transparency while maintaining compliance and security standards.
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