About the Role

Ilnia Soluciones is seeking a highly experienced Senior Watch Technician & Technical Escalations Specialist to support a rapidly growing international luxury watch marketplace.

This is not a traditional customer support role. We are looking for a true subject matter expert with extensive hands-on watchmaking, repair, or technical evaluation experience who can quickly identify watch components, diagnose issues, and provide expert guidance based solely on customer-submitted photos, videos, documentation, and case details.

You will serve as the primary technical authority for watch-related escalations, helping resolve complex customer cases involving luxury timepieces while supporting internal teams with expert analysis and recommendations. The ideal candidate possesses deep horological knowledge, strong investigative skills, and the ability to make accurate assessments without physically handling the watch.

Key Responsibilities

• Analyze customer-submitted photos, videos, and documentation to identify watch components, defects, damage, missing parts, wear patterns, and potential functionality issues.
• Diagnose mechanical, cosmetic, and performance-related concerns remotely and provide clear recommendations for next steps.
• Evaluate movement behavior, complications, crown functionality, bezel operation, bracelet conditions, dial integrity, and other watch-specific concerns through visual evidence.
• Serve as the highest escalation point for technical watch inquiries and customer disputes.
• Support investigations involving condition discrepancies, post-sale issues, authenticity concerns, and operational failures.
• Collaborate closely with Authentication, Fulfillment, Operations, and Customer Experience teams to deliver accurate technical assessments.
• Provide fast, decisive problem-solving and actionable resolutions for high-priority customer cases.
• Communicate technical findings in a clear and professional manner that customers can easily understand.
• Create and maintain technical documentation, case notes, and evaluation standards.
• Assist in developing internal processes, troubleshooting frameworks, and best practices for watch-related support.
• Mentor team members and act as the go-to resource for complex horological questions.

Ideal Candidate ProfileTechnical Expertise

• 5+ years of hands-on experience in watchmaking, watch repair, technical service, authentication, luxury watch retail, or related horological environments.
• Exceptional knowledge of luxury watch brands, components, construction methods, and common failure points.
• Ability to accurately identify:
• Movements (automatic, manual, quartz)
• Complications
• Cases and materials
• Bezels
• Crowns
• Dials
• Hands
• Bracelets and clasps
• Brand-specific components and characteristics
• Strong understanding of common mechanical failures, wear patterns, service requirements, and manufacturing variances.
• Ability to diagnose and troubleshoot issues from images and videos without requiring physical inspection in many cases.
• Experience identifying root causes and recommending practical solutions quickly and confidently.

Professional Skills

• Fluent English (written and spoken).
• Strong analytical and problem-solving abilities.
• Excellent judgment when handling high-value luxury products and sensitive customer situations.
• Ability to explain technical concepts clearly to both customers and non-technical colleagues.
• Comfortable working independently and making expert recommendations with minimal oversight.
• Experience with customer support platforms, CRM systems, or case management tools is preferred.

Why This Role Matters

Our customers trust us with some of the world's most valuable and collectible timepieces. The ability to quickly identify issues, accurately assess technical concerns, and provide reliable resolutions is critical to maintaining that trust.

This role serves as the technical backbone of our operation, helping reduce escalations, improve customer outcomes, and ensure every watch-related decision is supported by genuine expertise.

What We Offer

• A senior-level specialist role within a fast-growing international luxury watch marketplace.
• Direct influence on customer experience, technical standards, and operational excellence.
• Competitive compensation and local benefits.
• Opportunities for professional growth and leadership.
• A collaborative environment that values expertise, ownership, and precision.

Job Types: Full-time, Contract, Commission
Contract length: 2 months

Pay: From $20,000.00 per month

Application Question(s):

• A customer sends a video showing that their automatic watch stops after a few hours of wear. What would you want to evaluate first?

Power reserve
Rotor function
Winding efficiency
Service history
Amplitude issues
Mainspring condition

• Which of the following best describes your background? (Respond with all that apply)

Professional watchmaker
Watch repair technician
Luxury watch authentication
Watch service center
Luxury watch retail
Auction house
Independent watch dealer
Watch collector/enthusiast
Other

Language:

• Advanced English? (Required)

Work Location: Remote