United States of America, Remote

Job Term


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In your role as an Support Engineer you will help us achieve our goals providing an outstanding technical support service.  

This role requires a strong balance of both technical and customer support skills, and we are looking for someone with both Spanish and English language skills. 

You will be responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. 

You will act as the single point of contact for our customers, engineers and QA to achieve positive and creative outcomes to their support requests.   


Day to Day

  • Support our customers’ deployments after installation
  • Handle calls and emails from customers during office hours, ensuring prompt acknowledgment of issues, and providing regular updates
  • Provide out-of-hours support for critical service issues as part of our on-call engineer rota 
  • Assist with the technical diagnosis of issues and resolving of problems
  • Ensure issues are tracked appropriately in our ticket management system
  • Work with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion
  • Maintain suitable deployment-specific support documentation
  • Deliver quality by planning and being organised 
  • Be responsive in a crisis or when immediate action is required
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