Senior Support Engineer, Bilingual – English and Spanish

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 while becoming a product authority.

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

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

• Maintain SLA compliance and prioritize support requests based on their impact.

• Document resolutions and enhance the team's knowledge repository.

• Coach colleagues and serve as an escalation point for challenging cases.

• Propel continuous enhancements to elevate the quality and efficiency of the Support team.

⛳️ Requirements

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

• Solid customer service background within SaaS or technology sectors.

• Experience collaborating within Agile teams.

• Proficient in SQL at an intermediate level.

• Understanding of APIs along with basic programming or scripting knowledge.

• Demonstrated experience in driving process enhancements or automation initiatives.

• Strong analytical and problem-solving abilities.

• Exceptional communication skills for both technical and non-technical audiences.

• C1 level proficiency in English.

• Bilingual in English and Spanish.

• Customer-centric approach.

• Strong skills in troubleshooting and root cause analysis.

• Sense of ownership and accountability.

• Mindset focused on automation and continuous improvement.

• Capability to influence and mentor others.

• Excellent skills in remote collaboration and communication.

🏝️ Benefits

• Indefinite-term employment contract governed by Spanish labor law.

• Health insurance: Prepaid medical services.

• Monthly team activities.

• Fully remote work environment.