Portuguese / Spanish / English language skills required Columbia / Brazil / 100% remote
Our client is experiencing explosive growth and is currently interviewing candidates for a Lead Customer Support Engineer for the LATAM market.
This person specialist who would like to combine ticket support activity via email and communication with customers via Zoom calls while helping the sales team on tech product demonstrations.
Responsibilities:
Provide 1st and 2nd lines technical support for company’s software applications
Tickets processing within ticketing systems
Direct collaboration with other departments (R&D and Product Management mainly)
Documentation of support tickets in the company’s knowledge base
Provide product technical demos to potential customers
Regional team mentorship and leadership
Required skills:
Fluent Spanish and Portuguese with advanced spoken and written English (interview will be in English)
Minimal 7 years of experience in application support within a software development company
Minimal 2 years in Support Lead role
Basic knowledge of Javascript is must-have. Basic SQL knowledge is nice to have
Understanding of Robotic Process Automation as technology and UI automation
SaaS support experience
Desktop software troubleshooting skills
Experience with application logs investigation and interpretation
Hands-on experience in low-code systems or b2b SaaS automation platforms (Workato, ray.io)
Product quality improvement-oriented mindset
Experience with Jira and Confluence
Knowledge of tickets tracking systems (ZenDesk preferred)
ZenDesk configuration and administration experience is a big advantage
Experience in technical document writing (in English)
Soft skills:
Strong client-facing and communication skills
Responsible, responsive, proactive, willing to help, ready to resolve issues.
Responsible and self-motivated
Strong analysis skills
Empathy
Ability to learn new technologies
Able to multitask and prioritize between competing activities