We are seeking a dedicated and skilled Technical Support Engineer to join our team. The ideal candidate will be responsible for providing high-quality technical support to our customers, troubleshooting issues, and ensuring a seamless user experience. The role requires a strong understanding of SQL and databases, along with excellent communication skills.
Key Responsibilities:
• Respond to customer inquiries via support portal and email, providing timely and accurate solutions.
• Conduct root cause analysis to identify and resolve recurring issues.
• Utilize SQL to query and analyze database information for troubleshooting purposes.
• Collaborate with engineering and client facing teams to escalate and resolve complex issues.
• Arrange and attend virtual meetings with clients, client teams, and engineering to resolve complex technical issues.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Provide training and support to customers on product features and functionalities.
• Monitor system performance and provide feedback for product improvements.
• Assist in the onboarding of new clients and provide ongoing support as needed.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proficient in English and Spanish
• Proficiency in SQL and experience working with relational databases (e.g., MySQL, PostgreSQL, SQL Server).
• Familiarity with scripting with python and bash.
• Knowledge of Linux and Linux environments.
• Strong troubleshooting skills and ability to analyze complex technical issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent organization skills.
• Strong customer service orientation.
Preferred Skills:
• Experience with Jira and Hubspot
• Familiarity with software development processes and methodologies is a plus.
• Knowledge of programming languages (e.g., Python, Java) is a plus.
Why join our team?
Culture and Growth:
• Global team with a creative, innovative and welcoming mindset.
• Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.
• Freedom to create your own success story in a high performance environment.
• Training programs and Personal Development Plans for each employee
Benefits:
• 25 vacation days (from day one!) + 7 extra bank holidays
• 30 Aguinaldo days payment
• Savings Fund (5% contributions from Employer and 5% from Employee)
• Major medical insurance, Vision and Dental (Extended to spouse and children)
• 12 Weeks Paid Maternity and Paternity Leave
• Work from Home Equipment allowance
• Flexible Work from Home policy - 2 days home p/w
• Flexible Work from Long Distance - 4 weeks a year
• Sponsored Learning Opportunities
• Team Socials
Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!
