Technical Support Engineer

We are looking for a qualified Technical Support Engineer to play a critical role in providing assistance to our customers and partners in the US and Latin America. As a Technical Support Engineer, you will combine your technical aptitude, exceptional communication skills, and creative problem solving in diagnosing and troubleshooting software and hardware problems and helping our customers with their inquiries.

You will develop subject matter expertise within the technical support department and collaborate with other team members in the various technologies. The successful candidate will be able to quickly gain an understanding of our product and demonstrate strong interpersonal skills.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft Windows, Cisco, Linux or similar certification is a plus. The ideal candidate should also have proven networking experience, and have experience in API integrations.

Being BILINGUAL in English and Spanish is a must.

Responsibilities

• Provide technical support for our enterprise customers in the US and Latin America (English & Spanish language)

• Deliver technical support to customers via phone, e-mail, and remote connection tools

• Troubleshoot the most difficult technical situations on the customer’s server, using remote connection tools

• Gather information and determine the technical issue by evaluating and analyzing the data provided by customers

• Identify and prioritize critical and complex technical situations together with the internal team

• Escalate unresolved issues to appropriate internal team members (e.g. developers, QA, DevOps etc.)

• Work with the internal support ticketing system (Service Cloud)

• Work with the internal escalation tool (JIRA)

• Work successfully in integrating our product in the customers environment using APIs

• Communicate efficiently within the appropriate internal teams (globally)

• Track status during status and team meetings

• Report to the support manager on a regular basis

• Document technical knowledge in the form of notes and manuals

What we are looking for

• 5+ years of experience in a similar role

• Experience with MySQL

• Proefficient with English and Spanish, both written and spoken (Bilingual is a must)

• Hands-on experience with Windows/Linux/Mac OS environments

• Very good understanding of networking environments

• Experience providing technical support in airgapped networks

• Proven experience with Linux SSH / root

• Experience with Virtualization Systems

• Experience in API integrations is a plus

• In-depth understanding of software and hardware equipment

• Good understanding of computer systems, mobile devices and other tech products

• BS degree in Information Technology, Computer Science or relevant field

• Additional certification in Microsoft Windows, Linux, Cisco or similar technologies is a plus

• Strong analytical, technical and problem-solving skills

• Must be self-sufficient, self-motivated and self-learner (important)

• Demonstrated creative problem-solving approach and strong analytical skills

• Ability to work with senior customer administrators and network personnel

• Excellent time management skills

• Must have knowledge of and experience in incident, problem, and change management as well as knowledge base management, defect & escalation management

• Enthusiastic attitude, team spirit

• Identify, understand and escalate customer’s technical environment and issues

• Work with leadership and management towards accomplishing the team's goals and OKR