Technical Support Agent

• Provide technical assistance to clients through email and chat
• Handle and follow up on client requests and technical issues
• Diagnose and resolve issues by guiding clients through troubleshooting steps
• Investigate recurring issues, identify trends and root causes, and elevate when necessary
• Document and track issues in the ticketing system while managing multiple priorities
• Collaborate with Engineering, Product, and Technical Account Management on complex issues
• Contribute to support-performance and operational-improvement discussions
• Create and maintain internal and external documentation and knowledge-base guides
• Share troubleshooting techniques and best practices
• Support development of an AI-augmented support strategy
• Monitor CSAT and FRT metrics and contribute to improvement initiatives
• Stay current with industry trends, tools, and training

• Minimum of 2 years of experience in a customer support role, ideally within a technology or SaaS environment
• Basic understanding of software and technical concepts; an engineering degree is not required
• Proven ability to research, troubleshoot, and resolve technical issues effectively
• Experience with ticketing systems such as Freshdesk or similar platforms
• Fluency in Spanish and English, written and spoken, required
• Excellent verbal and written communication skills, including simplifying complex technical concepts
• Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously
• Strong analytical skills for identifying patterns, investigating root causes, and translating findings into actionable improvements
• Customer-centric mindset
• Collaborative, proactive, accountable, and problem-solving approach
• Ability to communicate client feedback clearly to technical and non-technical stakeholders
• Familiarity with REST APIs and troubleshooting API calls is a plus
• Hands‑on experience with log analysis tools such as Kibana is a plus
• Experience analyzing support trends, reports, and performance metrics is a plus
• Previous collaboration with Engineering, Product, or Customer Experience teams is a plus
• Flexibility to work weekends and bank holidays when required, alongside a regular Monday-to-Friday schedule

Demonstrates strong technical support capabilities with a focus on troubleshooting, client communication, and collaboration with cross-functional teams. Proficient in managing client requests, analyzing support trends, and contributing to operational improvements in a technology or SaaS environment.

• Customer Support Experience
• Troubleshooting Technical Issues
• Ticketing Systems Experience
• Fluency in Spanish and English
• Analytical Skills

• Troubleshooting
• Technical Assistance
• Issue Diagnosis
• Support Metrics Analysis
• Log Analysis
• REST API Familiarity
• Documentation Creation
• Knowledge Base Development
• Operational Improvement
• Client Request Management

• Excellent Communication Skills
• Customer-Centric Mindset
• Collaborative Approach
• Proactive Problem Solving
• Ability to Work Under Pressure

• SaaS Environment
• Technical Concepts
• Support Performance
• CSAT Metrics
• FRT Metrics

• Freshdesk
• Kibana
• Ticketing Systems
• AI-Augmented Support Tools