L1 Technical Support Engineer (Spanish-Speaking)
New
J
JobgetherCybersecurity, SaaS
Remote working arrangement within the United States.Full-TimeEntry
SalaryBase salary range of $31.25–$44.96 USD per hour
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Job Details
- Languages
- Fluent Spanish language skills; Portuguese fluency is an advantage.
- Experience
- At least 4 years of technical support experience in cybersecurity, SaaS, or enterprise technology environments.
- Required Skills
- SalesforceJiraSaaSGoogle Workspace
Requirements
- At least 4 years of technical support experience in cybersecurity, SaaS, or enterprise technology environments.
- Strong understanding of email security fundamentals and modern cloud and SaaS ecosystems.
- Experience troubleshooting APIs, integrations, and enterprise platform configurations.
- Ability to investigate and resolve technical issues through log analysis and collaboration with cross-functional teams.
- Familiarity with enterprise platforms and services such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.
- Experience with Salesforce, Jira, Confluence, or comparable support and collaboration tools.
- Fluent Spanish language skills.
- Experience with AI tools or AI-powered support platforms is highly preferred.
- Portuguese fluency is an advantage.
Responsibilities
- Serve as a first-line technical advisor to enterprise customers using cloud email security, AI security agent, and SaaS security solutions.
- Own and resolve incoming support tickets covering configuration challenges, API questions, behavioral false positives, and security threat investigations.
- Investigate technical issues through troubleshooting, log analysis, and review of platform configurations and integrations.
- Provide customer updates, root cause analyses, and practical solution recommendations throughout the support process.
- Collaborate with Engineering teams to drive resolutions and maintain post-mortem documentation.
- Work with Customer Success Managers to support customer onboarding and ongoing engagement.
- Create and maintain internal and external knowledge base documentation.
- Identify recurring technical trends and customer pain points, and share feedback to support product improvements.
- Use AI-powered tools and GPT-based assistants to improve troubleshooting workflows and support outcomes.
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