---
title: 'Platform Support Specialist - Remote Honduras at Puzzle Consulting Services'
canonical: 'https://feeny.ai/job/platform-support-specialist-remote-honduras-puzzle-consulting-services-honduras-f34vwteq4dq7'
type: 'job'
last_seen: '2026-10-14'
---

# Platform Support Specialist - Remote Honduras at Puzzle Consulting Services

- **Company:** Puzzle Consulting Services
- **Location:** Honduras
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-14
- **Apply:** https://jobs.ashbyhq.com/puzzle-consulting-services/d81eb299-1713-4568-af97-e6e2a68cfb9f

## Job description

Location: Remote – Honduras Employment Type: Full-Time Reports To: Platform Support Lead

## About the Role

We are looking for a Platform Support Specialist to join our team and support users and creators across a growing digital platform. In this role, you’ll be responsible for helping users resolve account, access, feature, and transaction-related issues quickly and effectively. You’ll also play an important role in identifying recurring problems, improving support resources, and providing actionable feedback to Product, Engineering, QA, and Trust & Safety teams. This is a hands-on individual contributor role for someone who combines strong customer service skills with technical troubleshooting, organization, and sound judgment.

Mission Help users and creators resolve problems quickly and confidently while turning recurring support issues into improvements that create a better overall user experience.

## Your First 12–18 Months

Success in this role will include:

- Consistently meeting agreed response, resolution, and case-quality targets.
- Reducing aged cases and repeat contacts over time.
- Maintaining accurate and useful help-center content for common user issues.
- Providing recurring, actionable feedback on user and creator pain points.
- Helping establish and improve support processes and procedures.
- Contributing to a reliable, safe, and responsive experience as the platform grows.

Core Responsibilities

- Own account, access, feature, and transaction-related inquiries from initial contact through resolution.
- Troubleshoot issues across web and mobile platforms.
- Gather clear reproduction steps, device information, expected behavior, and actual results when investigating technical issues.
- Escalate product defects to QA and Engineering with clear, actionable information.
- Escalate safety-related concerns to the appropriate Trust & Safety team.
- Keep users informed throughout the resolution process.
- Follow established support procedures, account-verification processes, and data-protection practices.
- Maintain and improve help-center articles, internal documentation, and response guidance.
- Identify recurring issues and communicate trends and opportunities for improvement to the appropriate teams.
- Handle sensitive user and account information responsibly.

## Requirements & Competencies

- 2+ years of experience in customer support, technical support, or platform support for a consumer application or digital product.
- Strong written communication skills with an empathetic and customer-focused approach.
- Excellent case management and organizational skills.
- Sound judgment and the ability to remain calm and effective under pressure.
- Experience working with ticketing or customer support systems.
- Experience troubleshooting web and mobile applications.
- Familiarity with support metrics and service-quality standards.
- Ability to work a defined full-time support schedule.
- Strong attention to detail when handling sensitive account and customer information.

## Nice to Have

- Experience supporting creator, social, community, or subscription-based platforms.
- Experience supporting payments or transaction-related issues, including Stripe.
- Experience with knowledge-base platforms such as Zendesk.
- Experience writing or maintaining customer-facing support documentation.
- Familiarity with escalation and incident-management processes.

First 90 Days Days 1–30: Learn the platform’s core user journeys, support tools, verification procedures, policies, and escalation paths. Days 31–60: Independently manage an assigned support queue while consistently meeting agreed quality and service targets. Days 61–90: Improve guidance for recurring issues and deliver a prioritized report highlighting key user friction points and opportunities for improvement.

Collaboration You’ll work closely with the Platform Support Lead and collaborate with QA, Engineering, Product, and Trust & Safety teams. This is an individual contributor role with direct responsibility for user support and case resolution.

Why Join? Join a growing product team where your work directly impacts the user experience. You’ll have the opportunity to become a strong advocate for users and creators while helping transform their feedback and recurring issues into meaningful product and process improvements.

Join Us and Enjoy These Perks!

- Competitive Salary: Earn a USD salary that matches your skills and experience.
- Paid Time Off: Generous PTO to support your work-life balance and recharge.
- Health Insurance Subsidy: Financial assistance to support your healthcare coverage.
- Annual Salary Reviews: Structured annual evaluations to recognize and reward performance.
- Paid Training & Certifications: Continuous support for professional growth and upskilling.

Ready to put your puzzle-solving skills to the test? Join our team today! LinkedIn: Puzzle Instagram: @[puzzle.tech](http://puzzle.tech)_

## About Puzzle Consulting Services

## Company Overview
- **One-liner**: Puzzle Consulting Services is a software and talent consulting firm that helps U.S. companies achieve supply chain success through implementation of Bright Suite solutions and connects them with top Latin American engineering talent.
- **Entity Type**: Private (no public funding data available)
- **Headquarters**: Atlanta, Georgia, USA (with offices in Honduras and Brazil)
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- Primary industry/industries: Software consulting, professional services, supply chain technology, nearshore talent recruitment.
- Target customers: Mid-market to enterprise clients in consumer goods, food and beverage, third-party logistics, transportation, and shipping (B2B).
- Mission or purpose: "Help bold companies grow by connecting them with exceptional engineering talent from across Latin America — and to give that talent a community where they can grow and thrive." [puzzle.tech](https://www.puzzle.tech/aboutus)

## Products & Services
- **Supply Chain Consulting & Implementation**: Professional services including implementation, configuration, and support of the Bright Suite of solutions (warehouse management, order management, sourcing, and inventory management). [builtin.com](https://builtin.com/company/puzzle-consulting-services)
- **Talent Platform (Puzzle)**: A nearshore hiring service that pre-vets and connects U.S. companies with Latin American software engineers and support teams for full-time roles with USD salaries and benefits. [puzzle.tech](https://www.puzzle.tech/)
- **Coding Latam**: A community initiative that hosts conferences, mentorship, and projects to empower developers across Latin America. [puzzle.tech/aboutus](https://www.puzzle.tech/aboutus)

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Not disclosed (private company; headcount growth and open roles suggest a scaling organization)
- **Notable Investors/Partners**: Not publicly available; partners likely include clients using Bright Suite solutions (e.g., Blue Yonder ecosystem)
- **Growth Signals**: Active hiring across multiple roles (Solutions Consultant, Help Desk Specialist, SEO Content Developer, Senior Designer, etc.) across Honduras, US, and remote LATAM. Maintains offices in two countries and appears to be expanding its talent pool through the Puzzle brand. [builtin.com](https://builtin.com/company/puzzle-consulting-services/jobs)

## Competitive Advantages
- **Niche specialisation**: Deep expertise in implementing Bright Suite supply chain software, a high-value enterprise need.
- **Nearshore talent model**: Access to cost-effective, time-zone-aligned Latin American engineers, combined with U.S.-based leadership and client relationships.
- **Dual business model**: Consulting services generate recurring revenue and client trust; the talent platform scales as a separate growth engine.
- **Community investment**: Coding Latam strengthens employer brand and creates a pipeline of skilled developers.

## Strategic Focus
- Scale the talent platform to serve more U.S. companies hiring in Latin America while continuing to deliver supply chain implementation services.
- Expand service offerings beyond Bright Suite into adjacent technologies.
- Deepen presence in Honduras and other Latin American markets as a hub for nearshore delivery.

## Why Work Here
- **Culture**: Values-driven with a focus on "every piece matters," ownership, and simplicity. Strong emphasis on community and growth [puzzle.tech](https://www.puzzle.tech/aboutus).
- **Work policy**: Hybrid workspace — employees combine remote and on-site work; many roles are fully remote for Latin American candidates. [builtin.com](https://builtin.com/company/puzzle-consulting-services)
- **Perks for talent**: Competitive USD salaries, paid time off, health insurance support, annual salary reviews, career development, and a dedicated Talent Experience team. [puzzle.tech](https://www.puzzle.tech/careers)
- **Engineering culture**: Pre-vetted engineers, modern tech stacks, and the opportunity to work on impactful projects for U.S. clients from a Latin American base.

## Sources
1. [builtin.com](https://builtin.com/company/puzzle-consulting-services) – Company overview, office locations, work policy, and job listings
2. [builtin.com/jobs](https://builtin.com/company/puzzle-consulting-services/jobs) – Current open roles and descriptions
3. [puzzle.tech](https://www.puzzle.tech/) – Main website, value proposition, and talent platform
4. [puzzle.tech/aboutus](https://www.puzzle.tech/aboutus) – Mission, values, and community initiatives
5. [puzzle.tech/careers](https://www.puzzle.tech/careers) – Benefits and why talent chooses Puzzle

## Other roles at Puzzle Consulting Services

- [Instructional Designer – Learning & Development - Remote Latam](https://feeny.ai/job/instructional-designer-learning-development-remote-latam-puzzle-consulting-fp4fcq5hqefw) — Latin America
- [Senior IOS Engineer - Remote Latam](https://feeny.ai/job/senior-ios-engineer-remote-latam-puzzle-consulting-services-brazil-t3z3kmf4c39x) — Brazil
- [UI/UX Engineer - Remote LATAM](https://feeny.ai/job/ui-ux-engineer-remote-latam-puzzle-consulting-services-brazil-2hwraws278n6) — Brazil
- [QA Engineer - Remote Latam](https://feeny.ai/job/qa-engineer-remote-latam-puzzle-consulting-services-brazil-52yxwh3w9qva) — Brazil
- [Software / Web Engineer - Remote Latam](https://feeny.ai/job/software-web-engineer-remote-latam-puzzle-consulting-services-brazil-rxvn6pmm17fx) — Brazil
- [Patient Care Consultant - Onsite San Pedro Sula](https://feeny.ai/job/patient-care-consultant-onsite-san-pedro-sula-puzzle-consulting-services-fgsb8affn4a6) — Honduras
- [Senior Solutions Consultant](https://feeny.ai/job/senior-solutions-consultant-puzzle-consulting-services-georgia-gyczd4z1hn5a) — Georgia