Senior Support Engineer, Bilingual – English, 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 challenges, becoming a subject matter expert.

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

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

• Maintain compliance with service level agreements while prioritizing support requests based on their impact.

• Record solutions and contribute to the collective knowledge base of the team.

• Guide colleagues and serve as an escalation point for more complicated cases.

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

⛳️ Requirements

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

• Robust customer service background in SaaS or technology sectors.

• Experience working within Agile teams.

• Proficient in SQL at an intermediate level.

• Understanding of APIs and basic programming or scripting languages.

• Proven track record in driving process improvements or automation efforts.

• Strong analytical and problem-solving abilities.

• Excellent communication skills for engaging with both technical and non-technical stakeholders.

🏝️ Benefits

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

• Health insurance: Prepaid medical care.

• Monthly team-building activities.