From the listing
About the role
Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. As a bilingual Technical Support Engineer, you will provide support in both Spanish and English.
What you'll do
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
- Investigate the source of errors or bugs using the available data and tools.
- Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
- Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
- Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
- Provide constructive feedback to Tier 1 agents for training purposes and assist with technical questions.
- Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.
- Train, educate, assist, and provide guidance to other employees within Support and across the company, as needed.
- Identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering.
What they're looking for
- Fluent in speaking Spanish and English (US).
- Skilled in written communication in both Spanish and English.
- 2–3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
- Familiarity with the software development process and tools for a SAAS based product.
- Technical knowledge/troubleshooting skills, and a willingness to learn and excel.
- Ability to perform an in-depth root cause analysis.
- Authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.
Nice to have
- Basic knowledge of SQL and Python is a plus.
Members-only role.
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Benefits
Work from anywhereComprehensive benefitsWorkspace stipendRetirementPaid holidaysPaid parental leave