About kala
Helping US-based startups and SMBs build stronger teams by finding no more, no less than the right people remotely for tech, product, and digital/marketing roles — worldwide, and especially across LATAM.
About our client
Our client is building a nationwide support network to help homeowners resolve technology issues in their homes. They partner with installers across the United States and provide ongoing support when systems fail or need troubleshooting. Their goal is to transform the home technology experience by offering reliable, human-centered support that helps homeowners solve problems quickly and confidently.
👀About the role
The Technology Specialist is responsible for diagnosing and resolving home technology issues remotely.
The Technology Specialist takes ownership of the technical investigation and works directly with homeowners to troubleshoot and resolve problems. This role combines technical expertise with exceptional communication skills.
Because this is a highly phone-based role supporting US homeowners, near-native English fluency (C2 level) is required. Candidates must be able to communicate naturally, build rapport quickly, explain technical concepts clearly, and guide clients through troubleshooting steps with confidence and empathy.
Specialists must understand complex systems while also translating technical information into simple, easy-to-follow instructions.
Every home system is unique, so the role requires curiosity, strong problem-solving skills, and the ability to diagnose issues methodically while delivering a high-quality client experience. The ideal candidate remains calm under pressure and is comfortable resolving technical problems in real time over the phone.
👉 Responsibilities
- Experience troubleshooting home technology systems, networks, AV setups, or connected devices.
- Strong communication skills and the ability to explain technical concepts in clear, simple language.
- Comfort supporting clients over the phone while diagnosing technical problems in real time.
- Strong problem-solving mindset and ability to think through unfamiliar technical situations.
- High attention to detail when documenting issues and maintaining support records.
- Ability to stay calm and professional when helping clients who may be frustrated or stressed.
- Curiosity and willingness to learn new technologies and systems continuously.
- Strong English communication skills for working with US clients.
👉 Requirements
- 2+ years of experience troubleshooting home technology systems, networks, AV setups, or connected devices.
- Near-native English proficiency (C2 level) and previous experience supporting US-based customers is required.
- Previous phone-based technical support experience is essential.
- Comfortable assisting clients over the phone while diagnosing and resolving technical issues in real time.
- Strong communication skills with the ability to explain technical concepts in clear, simple language to non-technical users.
- Strong problem-solving mindset and ability to think through unfamiliar technical situations.
- High attention to detail when documenting issues and maintaining support records.
- Ability to stay calm, empathetic, and professional when helping clients who may be frustrated or stressed.
🌍 Work setup
This is a remote role based in LATAM. The schedule is full-time (40 hours per week), with shifts scheduled between 7:00 AM – 10:00 PM EST, including weekdays and weekends. Candidates must have a reliable remote work setup, including a stable internet connection, headset, and external monitor.
🍿About the process
1. Intro call with the kala talent team (15 min) 💜
Overview of the company and role, and a chance for us to learn more about your background and expectations.
2. Home assessment (25 minutes)
A short simulated customer scenario designed to evaluate communication style, problem-solving approach, and how you interact with clients.
3. Interview with HR (30 min)
Conversation focused on culture fit, communication style, and overall alignment with the role.
5. Technical Interview with the Leadership Team (30 min)
Final conversation to ensure alignment with the team and the role.
6. Offer 🤝
💜Benefits
Competitive compensation in USD (Independent Contractor) – 40 hours per week, and a fully remote work environment. The role operates on a shift schedule between 7:00 AM and 10:00 PM EST, including weekdays and weekends.
Employees receive paid time off, paid sick time, and additional paid days through the company’s US holiday program. A MacBook laptop is provided before your first day, along with structured onboarding and training to help you succeed in the role.
🤚 Why Join
You’ll join a team focused on delivering high-quality technical support for complex home technology systems used in high-end homes across the United States.
Instead of a traditional call center environment, the team focuses on solving real technical problems while maintaining a strong client experience. Technology Specialists work on a wide variety of systems and issues, making the role ideal for someone who enjoys troubleshooting, learning new technologies, and helping people regain control of their home technology.