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 deeply analyzing incidents, diagnosing issues, and closely collaborating with teams. Key Highlights: 1. Key bridge role between support and development 2. Analytical approach to understanding systems and solving technical problems 3. Accompanying customers in incident resolution and management with empathy 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 deeply analyzing 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:** In the Help Desk team, we accompany our customers in resolving and managing incidents or queries, providing efficient and empathetic support. We aim to ensure every interaction becomes an opportunity to resolve, assist, and build trust. **Key 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 based on their impact. * Collaborate with Product and Engineering teams. **Mandatory Requirements:** * **2 to 4 years’ 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** (queries and simple 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**). This schedule includes a 1-hour break. * Advanced Spanish, **Intermediate/Advanced English**, and Portuguese (desirable). * Location: Latin America. **Desirable Requirements:** * Experience in technical support for **SaaS products**. * Experience in the restaurant industry. * Close collaboration with Engineering or Product teams. * Hardware support (printers, routers, etc.). **Key Skills:** * Communication with both technical and non-technical stakeholders. * Problem diagnosis. * Analytical thinking. * Effective prioritization. * Clear documentation. * Problem-resolution focus. **Contractual Conditions:** * Work mode: 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 1-hour break). * Compensation: between 2,500 and 3,000 USD monthly. * Contract type: Contractor via Workana. * Duration: 12 months, with possibility of renewal based on strong performance. **Selection Process:** * Brief asynchronous video screening on Hireflix. * Brief call with a Workana Recruiter. * Cultural and technical 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 Workana’s Talent team will contact you!