Role overview

Qualifications

Support or solutions engineer with 2+ years in a technical, customer-facing role who can code (Python or similar)
Fully fluent in Spanish and English, written and spoken
Comfortable with APIs, logs, SQL, and the command line
Background in legal tech, a law firm, or another regulated, client-heavy environment is a plus

Responsibilities

Own support for our AI employees in production: triage, reproduce, and resolve issues across phone, email, and SMS workflows
Debug across the stack: read logs, query APIs, write scripts, and trace calls through our FastAPI services
Provide bilingual support (Spanish and English) to firms and the clients our AI employees speak with
Configure and tune AI employees per firm: intake scripts, routing, case-management integrations, and Spanish-language conversation quality

Key facts

Remote from: Mexico
Full time
Mid-level (2-5 years)
Technical Support Engineer
Spanish, English

Hard skills

Python (Programming Language) FastAPI SQL (Programming Language) Debugging Scripting Telephony Interactive Voice Response Legal Technology Transitional Bilingual Education

Other skills

Problem Solving

About the company

NIR-YU

Human Resources, Staffing & Recruiting

Nir-Yu specializes in helping Small and Medium Enterprises unlock the potential of their business. Our typical customer is worried about not being able to make enough progress on their product(s) or project(s) with their current team; they need additional team-members to deliver work on-time and with the required quality. Tight budgets also make it necessary to lower average wage costs, making it necessary to consider hiring internationally to lower costs. We help these companies by providing a bespoke service that finds and hires remote workers from Mexico, Colombia, Argentina, Chile, Brazil and other countries in LatAm based on the company’s specific job descriptions to work as an extension of their team and perform the required functions. Unlike many other companies, we don’t have a bench of contractors to be hired out, instead each team is hired specifically to meet specific requirements and to work exclusively as a remote employee.

Company details

Company typeScaleup

IndustryHuman Resources, Staffing & Recruiting

Company size201 - 500

Links

Website LinkedIn See all jobs

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Job description

The Role:

You are the technical front line for our AI employees in production. You debug real issues across the stack, talk directly to firms and their clients in English and Spanish, and turn what you learn into fixes and product improvements. Your work is visible to the founders and reaches real users immediately.

Responsibilities:

• Own support for our AI employees in production: triage, reproduce, and resolve issues across phone, email, and SMS workflows.

• Debug across the stack: read logs, query APIs, write scripts, and trace calls through our FastAPI services, escalating true platform bugs with clear, reproducible reports.

• Provide bilingual support (Spanish and English) to firms and the clients our AI employees speak with.

• Configure and tune AI employees per firm: intake scripts, routing, case-management integrations, and Spanish-language conversation quality.

• Build tools, runbooks, and automations that make support faster and turn recurring issues into permanent fixes, feeding patterns back to product.

Requirements:

• Support or solutions engineer with 2+ years in a technical, customer-facing role who can code (Python or similar).

• Fully fluent in Spanish and English, written and spoken, supporting both clients and internal teams in either language.

• Comfortable with APIs, logs, SQL, and the command line; bonus for telephony, SMS, or real-time voice experience.

• Background in legal tech, a law firm, or another regulated, client-heavy environment is a plus.

Who You Are:

You are technical and hands-on, fluent in both Spanish and English, and you like solving problems for real people. You can read code and write scripts to investigate issues, and you stay calm and clear when a firm needs help fast. Our stack is Python and FastAPI, GCP and Kubernetes, a modern TypeScript frontend, and real-time media on top. You don't need to master all of it, but you should be comfortable reading code, calling APIs, and digging into logs to find root cause.