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Job Description
Technical Support Engineer - Spanish speaking
Provide technical support to customers with integration API-related issues, troubleshooting, and problem-solving skills, with a strong understanding of REST and SOAP web-based services.
About the Role
- Take ownership of customer issues through to resolution, including troubleshooting, internal communication, and providing meaningful feedback.
- Liaise and work closely with internal teams on escalated technical issues and product roadmap changes/new features.
- Provide feature explanation and implementation standard methodologies.
- Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community.
- Respond promptly and optimally to technical support requests from clients regarding integration API-related issues.
- Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations.
- Collaborate closely with multi-functional teams, including developers and operations, to resolve complex integration challenges.
- Document and track support cases, solutions, and interactions in our support systems to maintain accurate records.
- Escalate critical issues to development teams when vital, ensuring timely resolution.
Requirements
- Excellent written and verbal communication skills.
- Proven analysis, troubleshooting, and problem-solving skills.
- Ability to effectively prioritize and escalate customer issues.
- Fluency in Spanish in addition to English.
- Proven experience in a Technical Support environment.
- Strong understanding of REST and SOAP web-based services, with a solid understanding of WSDL interpretation, generation, and consumption.
- Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
- In-depth knowledge of database concepts and data management (RDBMS) and SQL.
Preferred Requirements
- Experience in Application Support including middleware/networking knowledge.
- Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
- Knowledge and troubleshooting experience with at least one programming language, such as Java,.NET, or PHP, and analyzing thread dumps and heap dumps as an added advantage.