Professional - Technical Customer Service

Transaction Network Services (TNS) is a company that prides itself on a talented workforce dedicated to delivering high-quality customer experiences. The Technical Customer Support Engineer plays a crucial role in troubleshooting complex issues, supporting platform stability, and providing exceptional service to a global customer base. This position requires effective communication skills in both English and Spanish, and offers opportunities for professional growth in a dynamic operational environment.

Responsibilities:

• Perform advanced troubleshooting to diagnose and resolve complex or escalated production issues with accuracy and urgency
• Lead hands-on triage during incidents, collaborating with cross functional teams to restore service and minimize customer impact
• Support deployments, scheduled maintenance, and disaster recovery activities to ensure platform stability and continuity
• Participate in team triage discussions, readiness drills, and outage mitigation efforts to strengthen operational resilience
• Contribute to on-call rotations, including occasional afterhours, weekend, and holiday support as needed
• Develop and refine operational processes, runbooks, and troubleshooting guides to improve team efficiency and consistency
• Serve as a subject matter expert (SME) for assigned product areas, providing guidance to internal teams and mentoring peers
• Maintain clear, proactive communication with customers and stakeholders throughout the lifecycle of technical issues
• Identify recurring problems and partner with engineering to drive long-term corrective actions and product improvements
• Ensure documentation, knowledge base articles, and internal resources remain accurate, current, and easy to consume

Requirements:

• Computer Science or equivalent degree and/or 5 years' work experience in Technical Operations, Tier 2 Technical Customer Support, or similar role
• Proficiency with SQL queries, Linux/Bash
• Excellent verbal and written communication skills, with the ability to work effectively with international customers and both technical and nontechnical stakeholders
• Strong work ethic, customer focus, initiative, critical thinking, and follow-through
• US Citizenship
• Fluency in Spanish
• Working knowledge with Java or Python
• Experience with monitoring tools such as Nagios, AWS CloudWatch, or similar
• Experience with ServiceNow or similar ticketing systems
• Configuration management or automation experience
• Experience with AWS or other cloud service providers