Customer Support Engineer (LATAM)

Qualifications & Skills:

Education & Experience:

• ^{Bachelor’s degree in computer science, IT, or related field (or equivalent experience)}
  
• ^{8+ years of experience in technical support, helpdesk, or IT support roles.} 
  
• ^{Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).} 
  
• ^{Fluent in English, Spanish, Brazilian and ideally Portuguese too}
  
• ^{Location: Currently residing in Mexico & experience working in Latin America markets.}
  

 Preferred Skills (Bonus):

·       Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products. 

 Soft Skills:

Key Responsibilities- 

    Technical Troubleshooting:

·       Diagnose and resolve software, hardware, and network-related problems. 

·       Hands experience working with REST API troubleshooting API calls, SQL queries

·       Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO

·       Browser Dev Tools: Network tab analysis, console debugging

·       Frontend Basics: HTML/CSS/JavaScript troubleshooting

·       Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues

·       Log Analysis: grep, awk, sed, log aggregation tools

·       Scripting knowledge (Python, PowerShell, Bash) for automation. 

·       Session Management: Cookie troubleshooting, local/session storage

·       Reproduce and document bugs for the product/engineering teams. 

·       Guide customers through step-by-step solutions or provide workarounds. 

  Customer Communication:

·       Provide clear, concise, and professional responses to customer inquiries. 

·       Maintain high customer satisfaction by ensuring effective follow-ups and updates. 

 Collaboration:

·         Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues. 

·         Participate in team meetings to discuss trends, challenges, and process improvements. 

Ticket Management:

·       Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk). 

·       Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). 

·       Escalate complex issues to senior engineers or development teams when necessary. 

 Documentation & Knowledge Sharing: