Technical Support Engineer - Help Desk (Only Hispanic Latam)

Description

Job Summary: We are seeking a Technical Support Engineer focused on advanced technical support, capable of analyzing and diagnosing issues while closely collaborating with Engineering and Product teams. Key Highlights: 1. Key bridge role between support and development 2. Focus on problem resolution and incident diagnosis 3. Collaboration with Product and Engineering teams At Workana, we are looking for a **Technical Support Engineer \- Help Desk** to join one of the most innovative Retail Channel companies in the market. This opportunity is for one of our clients based in Spain: "a company specializing in digital solutions for restaurant chains (brands such as: McDonald’s, Vips, Domino’s Pizza, Telepizza, Pizza Hut, TGB, 100 Montaditos)." We seek a Technical Support Engineer focused on advanced technical support, capable of conducting in-depth analysis of incidents, diagnosing problems, and closely collaborating with Engineering and Product teams. This role serves as a key bridge between support and development. We seek an analytical profile with interest in understanding systems and solving technical problems. **About the Role:** Within the Help Desk team, we accompany our clients in resolving and managing incidents or queries, delivering efficient and empathetic support. We aim to ensure that every interaction becomes an opportunity to resolve, assist, and build trust. **Main Responsibilities:** * Manage technical tickets escalated from the support team. * Analyze logs, errors, and system behavior. * Diagnose incidents and classify them (configuration, usage, bug, or infrastructure). * Reproduce bugs reported by customers. * Resolve technical incidents or propose solutions/workarounds. * Escalate cases to the Engineering team with appropriate technical context. * Document tickets clearly and follow up with internal teams. * Prioritize incidents according to their impact. * Collaborate with Product and Engineering teams. **Mandatory Requirements:** * **2 to 4 years of experience in Technical Support**, Engineering Support, Developer Support, or technical Customer Support. * Experience analyzing **logs and monitoring tools** (e.g., Sentry, Grafana). * Ability to **diagnose and reproduce technical incidents**. * Experience in **customer service** (phone/email). * Basic knowledge of **web development** (PHP and/or JavaScript, preferably Vue.js). * Understanding of data structures such as **JSON and XML (APIs and integrations)**. * Basic/intermediate knowledge of **databases** (simple queries and adjustments). * Experience with **no\-code / low\-code tools** (e.g., Retool, Zapier). * Experience with **ticketing systems**, such as Linear, Zoho Desk, or similar. * Availability to work during the specified schedule (11:00–20:00 or 12:00–21:00, **Spain time**) is mandatory. This schedule includes a 1-hour break. * Advanced Spanish, **Intermediate/Advanced English**, and Portuguese (desirable). * Location: Latin America. **Desirable Requirements:** * Experience providing technical support for **SaaS products**. * Experience in the restaurant sector. * Close collaboration with Engineering or Product teams. * Hardware support (printers, routers, etc.). **Key Skills:** * Communication with both technical and non-technical profiles. * Problem diagnosis. * Analytical thinking. * Effective prioritization. * Clear documentation. * Problem-resolution focus. **Contractual Conditions:** * Work modality: 100% remote. * Schedule: Full-time (8 hours/day). * Working hours: Monday to Friday \- 11:00–20:00 or 12:00–21:00 (Spain time, including a 1-hour break). * Compensation: between 2,500 and 3,000 USD monthly. * Contract type: Contractor via Workana. * Duration: 12 months, with possible renewal based on strong performance. **Selection Process:** * Brief asynchronous video screening on Hireflix. * Brief call with a Workana Recruiter. * Technical & Cultural Interview with the client. * Technical Test with the client’s CTO. If you are interested in this position and believe you are the right candidate, we look forward to your application. If selected to proceed, a member of the Workana Talent team will contact you!