Senior Bilingual Technical Support Specialist

Job Summary

Supporting a remote team, the full-time Senior Bilingual Technical Support Specialist will manage complex technical escalations, drive deep technical investigations, and collaborate with customer-facing teams to resolve high-impact customer cases.

Key responsibilities:

• Serve as the escalation point for challenging customer cases, investigating and resolving advanced technical issues
• Lead in-depth root cause analysis of product issues across the SaaS platform and hardware devices
• Collaborate with Customer Success and Account teams to ensure effective communication and resolution strategies for complex cases

Required qualifications:

• Bachelor's degree in a technical field or equivalent hands-on experience in technical support environments
• 4-6 years of experience in a technical support or escalation role, preferably in SaaS, networking, or IoT
• Strong grasp of networking fundamentals, including TCP/IP, DNS, and VPNs
• Experience with diagnostic tools and analyzing logs to resolve multi-layered technical issues
• Proven ability to mentor peers and lead investigation efforts in a technical support setting