ph3Profile /h3 pAs a bSenior Support Engineer /b, 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. /p pYou 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. /p pAs 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. /p h3What Would you do? /h3 ul liProvide outstanding technical support to internal and external customers. /li liTroubleshoot and resolve complex technical issues, becoming a product expert. /li liCollaborate with Engineering, Product, and Customer Success to solve customer challenges. /li liIdentify, propose, and lead process improvements and automation initiatives.



/li liEnsure SLA compliance while effectively prioritizing support cases based on impact. /li liDocument solutions and contribute to the team's knowledge base. /li liMentor teammates and act as an escalation point for complex cases. /li liDrive continuous improvements to elevate the quality and efficiency of the Support team. /li /ul h3Your experience has been shaped by /h3 ul li4+ years of experience in Technical or Software Support. /li liStrong customer service experience in SaaS or technology environments. /li liExperience working in Agile teams. /li liIntermediate SQL skills. /li liKnowledge of APIs and basic programming or scripting. /li liExperience driving process improvements or automation initiatives. /li liStrong problem-solving and analytical skills. /li liExcellent communication skills with both technical and non-technical audiences. /li /ul h3Your SuperPowers /h3 ul liC1 English proficiency. /li liCustomer-first mindset. /li liStrong troubleshooting and root cause analysis skills. /li liOwnership and accountability. /li liAutomation and continuous improvement mindset. /li liAbility to influence and mentor others. /li liExcellent remote collaboration and communication skills. /li /ul h3What we bring to the table /h3 ul libIndefinite-term employment contract /b under Spain labor law. /li libHealth insurance: /bPrepaid medicine. /li liMonthly activities with your team. /li /ul /p #J-18808-Ljbffr

📌 Support Engineer Sr (Bilingual) OPS - Support · Bogotá D.C. · (Barcelona)
🏢 Instaleap
📍 Barcelona