Technical Support Consultant

TL;DR

Technical Support Consultant (SaaS/Cybersecurity): Delivering technical customer support via chats, emails, and tickets with an accent on troubleshooting, log analysis, and API connection issues. Focus on managing escalations, analyzing vulnerability management concepts, and maintaining high KPI standards.

Location: Remote (must be based in Spain)

Company

Global Intelligent Support-as-a-Service leader partnering with tech companies and industry leaders like MasterCard and Calm.

What you will do

• Deliver outstanding customer support via chats, emails, and tickets.
• Manage troubleshooting processes, handle escalations, and maintain the backlog.
• Analyze log files and troubleshoot connection issues using APIs and Webhooks.
• Maintain a deep understanding of client solutions to meet established KPIs.
• Communicate across teams and handle sensitive customer data securely.

Requirements

• Native Spanish and C1 English proficiency (both spoken and written).
• Proven experience in Technical Support.
• Proficiency in Windows, Linux, and MacOS, including fundamental diagnostic commands.
• Knowledge of cybersecurity, including CVEs, risk scoring, and false positives.
• Ability to read and interpret scripting logic in Bash or PowerShell.
• Experience with ticketing systems such as HubSpot or Jira.

Culture & Benefits

• Full remote work opportunity with a flexible schedule.
• Compensation paid in USD.
• Inclusive international environment and culture built on trust.
• No time-tracking requirements.
• Internal health policy and rewards for referring friends.