Software Engineer responsible for analyzing and resolving bugs in existing systems for clients. Managing support tickets and maintaining technical documentation in Thailand.
About the role
- Bilingual Technical Support Engineer providing first and second-level support in English and Spanish. Collaborating with teams and ensuring customer satisfaction in a hybrid model in Bogota.
Responsibilities
- Providing first and second-level technical support to clients in both English and Spanish, troubleshooting hardware, software, and network issues
- Documenting support activities, maintaining detailed records of issues and resolutions in our ticketing system
- Collaborating with cross-functional teams to escalate and resolve complex technical problems
- Identifying recurring issues and contributing to the development of knowledge base articles and support documentation
- Maintaining and improving customer satisfaction through professional, timely, and effective communication
Requirements
- 1-4 years of experience in a technical support role preferred (entry-level candidates with strong technical aptitude are also encouraged to apply)
- Advanced professional English language skills, with fluency in both written and verbal communication
- Technical knowledge in networking, hardware, and software troubleshooting
- Customer-oriented mindset with strong problem-solving abilities
- CCNA certification preferred but not required
- Availability to hybrid model in Bogota (2 or 3 days per week) M-F
Benefits
- Empowering environment : Autonomy and Goal setting are among the top scores with 8.4+ ratings in our monthly employee feedback Pulse.
- Continuous feedback : We take human-centric approach to foster growth and performance. Our performance management tool GetSuccess enables continuous feedback, quarterly check-ins with managers, and ongoing performance discussions.
- Free access to learning platforms : Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.
- Digital campuses and academy : Our engineering academy offers more than 60,000 hours of training, as also our digital campus on GenAI, data or sustainability, support digital learning in the flow of work from awareness to expert certifications.
- Career acceleration programs : From associate to leaders and beyond, get support in your career at every stage with award-winning programs such as our leadership development program, Connected Manager, to accelerate your growth and develop your expertise.
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