高级支持工程师 双语（英语和西班牙语）
Sr Support Engineer Bilingual ( English and Spanish)
职位描述
作为高级支持工程师，你将在提供卓越客户支持体验方面发挥关键作用，同时作为技术专家和客户及内部团队的可信赖合作伙伴。除了解决复杂的技术问题，你还将通过识别自动化机会、改进支持流程以及影响组织内的最佳实践来推动运营卓越。
你将与客户、工程团队、产品经理和客户成功团队紧密合作，解决高度复杂的技术挑战，识别根本原因，并为产品的长期改进做出贡献。你结合强大的技术专长、客户同理心、分析思维和领导力的能力对于支持部门的成功至关重要。
作为团队中的资深成员，你应主动识别改进领域，指导同事，并帮助提升我们支持运营的整体质量、效率和可扩展性。
🙌🏼 你会做什么？
- 为内部和外部客户提供卓越的技术支持。
- 排查并解决复杂的技术问题，成为产品专家。
- 与工程、产品和客户成功团队协作，解决客户问题。
- 识别、提出并主导流程改进和自动化项目。
- 确保符合SLA要求，根据影响程度有效优先处理支持案例。
- 记录解决方案并为团队的知识库做出贡献。
- 指导同事，并作为复杂案例的升级处理点。
- 推动持续改进，提升支持团队的质量和效率。
🙌🏼 你的经验包括
- 4年以上技术或软件支持相关经验。
- 在SaaS或技术环境中有丰富的客户服务经验。
- 有在敏捷团队中工作的经验。
- 具备中级SQL技能。
- 了解API和基本编程或脚本知识。
- 有推动流程改进或自动化项目的经验。
- 强大的解决问题和分析能力。
- 与技术人员和非技术人员沟通的优秀能力。
🚀你的超能力
- 英语C1水平。
- 以客户为中心的思维。
- 强大的排查和根本原因分析能力。
- 责任感和主人翁意识。
- 自动化和持续改进的思维。
- 影响和指导他人的能力。
- 优秀的远程协作和沟通能力。
查看英文原文
Profile
As a Senior Support Engineer, you will play a key role in delivering an outstanding customer support experience while acting as a technical expert and trusted partner for both customers and internal teams. Beyond resolving complex technical issues, you will drive operational excellence by identifying opportunities for automation, improving support processes, and influencing best practices across the organization.
You will work closely with customers, Engineering, Product Managers, and Customer Success teams to troubleshoot highly complex technical challenges, identify root causes, and contribute to long-term product improvements. Your ability to combine strong technical expertise, customer empathy, analytical thinking, and leadership will be critical to the success of the Support organization.
As a senior member of the team, you are expected to proactively identify areas of improvement, mentor peers, and help elevate the overall quality, efficiency, and scalability of our Support operations.
🙌🏼 What Would you do?
- Provide outstanding technical support to internal and external customers.
- Troubleshoot and resolve complex technical issues, becoming a product expert.
- Collaborate with Engineering, Product, and Customer Success to solve customer challenges.
- Identify, propose, and lead process improvements and automation initiatives.
- Ensure SLA compliance while effectively prioritizing support cases based on impact.
- Document solutions and contribute to the team's knowledge base.
- Mentor teammates and act as an escalation point for complex cases.
- Drive continuous improvements to elevate the quality and efficiency of the Support team.
🙌🏼 Your experience has been shaped by
- 4+ years of experience in Technical or Software Support.
- Strong customer service experience in SaaS or technology environments.
- Experience working in Agile teams.
- Intermediate SQL skills.
- Knowledge of APIs and basic programming or scripting.
- Experience driving process improvements or automation initiatives.
- Strong problem-solving and analytical skills.
- Excellent communication skills with both technical and non-technical audiences.
🚀Your SuperPowers
- C1 English proficiency.
- Customer-first mindset.
- Strong troubleshooting and root cause analysis skills.
- Ownership and accountability.
- Automation and continuous improvement mindset.
- Ability to influence and mentor others.
- Excellent remote collaboration and communication skills.
🪄 What we bring to the table
- 📄 Indefinite-term employment contract under Spain labor law.
- 🏥Health insurance:Prepaid medicine.
- 🎉Monthly activities with your team.
Originally posted on Himalayas