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!
