Deliver outstanding customer support via chats, emails and tickets;
Managing troubleshooting processes, handling escalations, and backlog maintenance;
Build strong and lasting customer relationships;
Keep up with evolving tools and technology;
Handle sensitive customer data with care and security;
Apply the latest and greatest customer happiness practices;
Maintain deep understanding of client solutions and meet KPI;
Communicate with other teams.

Native Spanish and excellent English skills (at least C1 for both spoken and written)
Technical Support experience
Proficient in Windows, Linux, and MacOS, including fundamental diagnostic commands
Software troubleshooting and ability to handle and analyze log files
Knowledge in cybersecurity and fundamental understanding of vulnerability management concepts (e.g., CVEs, risk scoring, false positives)
Knowledge of APIs and Webhooks for troubleshooting connection issues
Ability to read and interpret scripting logic (e.g., Bash, PowerShell) and understand execution errors
Experience with ticketing systems (e.g., HubSpot, Jira)
Ability to quickly learn the product ecosystem and follow precise procedures
Experience writing professional, well-structured notes on support cases
Strong analytical thinking and research skills
Willingness to work a flexible schedule
Positive, proactive and responsible attitude
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Flexible schedule
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time, but also – internal health policy
Responsive leadership interested in your development and long-lasting cooperation
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements

Technical Support Consultant, Fluent English, Native Spanish

Key skills