Our growing organization seeks a dedicated, bilingual Application Support Engineer to provide comprehensive support services to our customers. The ideal candidate will ensure a quality customer service experience through their technical aptitude, affinity for helping others, and learning new skills. They will become an expert in our SaaS offering and help our customers. This is a fully remote role and as such, the ability to self-motivate is critical.
Key Responsibilities
Technical Support and Troubleshooting
– Provide 1st Level support, such as password resets and updating settings
– Provide 2nd Level support, which involves advanced research, problem solving, trial and error, and thinking outside the box to find solutions
– Ability to communicate clearly to engineering/product teams to help resolve more complex issues
Training & Guidance
– Provide clear and detailed steps for customers to follow
– Direct customers to appropriate sources of information
– Keep abreast of new features and changes to our products
– Create and update solution articles and other documentation
Communication
– Use tactful and appropriate dialog to work with customers of a variety of technical backgrounds, cultures, and personalities
– Coordinate closely with internal teams to find answers
– Coordinate closely with external vendors and develop these relationships as part of an overall solutions framework
– Provide clear and detailed bug reports to the Engineering team
– Provide clear and detailed enhancement requests to the Product team
– Route tickets to the appropriate departments while maintaining overall responsibility for ensuring a solution
– Other Projects & Tasks as Needed
Qualifications and Requirements
Education and Certification
– Bachelor’s degree in Computer Science, Information Technology, or related field (nice to have but not required)
Experience
– 4+ years of experience supporting external customers
– Demonstrated proficiency in advanced troubleshooting techniques to resolve complex software issues
Technical Skills
– Fluency in Spanish and English
– Strong familiarity with ticketing systems, such as Freshdesk and Jira
– Experience following customer support procedures
– Experience using APIs required
– Basic understanding of SQL queries preferred
– Basic scripting skills are a bonus
Soft Skills
– Excellent communication skills, both written and verbal
– Ability to work independently in a fully remote setting
– Ability to translate complex technical concepts into accessible language
– Strong problem-solving skills and analytical thinking
– Time management and organizational abilities
– Attention to detail
– Customer service orientation with patience and empathy
– Self-motivation and a strong work ethic
– Flexibility to adapt to changing technological landscapes
– Commitment to continuous learning and professional development
– Proactive mindset for identifying and addressing potential issues
– Ability to prioritize effectively
Benefits & Compensation
– Basic Salary Range: $75,000 – $110,000 annually. The salary may be adjusted within this range based on the candidate’s qualifications, experience, geographic location and specific needs of the job.
– This position is eligible for an annual bonus percentage based on Company and team performance goals
– Health Care Plan (Medical, Dental & Vision)
– Retirement Plan (401k, IRA)
– Life Insurance (Basic, Voluntary & AD&D)
– Paid Time Off (Vacation, Sick & Public Holidays)
– Training & Development
– Equipment Provided: Yes
This full-time remote position offers competitive compensation, comprehensive benefits, and the opportunity to play a pivotal role in supporting our organization’s continued success by ensuring our customers’ success. We are an equal opportunity employer
