Senior Support Engineer, Bilingual

This is a fully remote position, open to applicants in Spain.

📋 Description

• Deliver exceptional technical support to both internal and external clients.

• Diagnose and resolve intricate technical problems, becoming a subject matter expert on the product.

• Work collaboratively with Engineering, Product, and Customer Success teams to address customer challenges.

• Identify, suggest, and spearhead process enhancements and automation projects.

• Maintain compliance with Service Level Agreements (SLAs) while efficiently prioritizing support requests based on their impact.

• Document resolutions and add to the team's knowledge repository.

• Mentor colleagues and serve as an escalation point for complex issues.

• Promote continuous improvements to enhance the quality and efficiency of the Support team.

⛳️ Requirements

• Over 4 years of experience in Technical or Software Support.

• Demonstrated customer service expertise within SaaS or technology sectors.

• Experience collaborating within Agile teams.

• Proficient in SQL at an intermediate level.

• Understanding of APIs and fundamental programming or scripting skills.

• Proven experience in driving process improvements or automation initiatives.

• Strong analytical and problem-solving capabilities.

• Excellent communication skills tailored for both technical and non-technical audiences.

🏝️ Benefits

• Indefinite-term employment contract in accordance with Spanish labor law.

• Health insurance: Prepaid medical coverage.

• Monthly team-building activities.