Senior Bilingual Technical Support Specialist

Job Summary

Working remotely in a full-time capacity, the Senior Bilingual Technical Support Specialist will manage complex technical escalations, drive deep technical investigations, and collaborate with customer-facing teams to resolve high-impact issues while providing mentorship to junior support staff.

Key responsibilities:

• Serve as the escalation point for challenging customer cases, investigating and resolving advanced technical issues
• Lead root cause analysis of product issues across the SaaS platform and hardware devices, providing actionable insights
• Collaborate with Customer Success and Account teams to align on customer impact 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, ideally in SaaS, networking, or IoT
• Strong understanding of networking fundamentals and familiarity with cloud platforms and connected hardware systems
• Experience mentoring peers and leading investigation efforts
• Bilingual in French preferred