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Technical Support Engineer - Help Desk

1 hour, 20 minutes ago
Spain
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Grafana JavaScript JSON Linear PHP Vue.js XML
Apply Now
Workana

Workana

Workana: Leading Latam's freelance marketplace, connecting top talent with innovative projects for remote and freelance work.

Internet Software & Services
1K-5K
Founded 2012
$3M raised
View All Jobs 31

Description

  • Gestionar tickets técnicos escalados desde el equipo de soporte.
  • Analizar logs, errores y el comportamiento del sistema para identificar la causa de las incidencias.
  • Diagnosticar y clasificar incidencias como problemas de configuración, uso, bugs o infraestructura.
  • Reproducir bugs reportados por clientes para validar el origen del problema.
  • Resolver incidencias técnicas o proponer soluciones y workarounds.
  • Escalar casos al equipo de Engineering con el contexto técnico adecuado.
  • Documentar tickets de forma clara y dar seguimiento con equipos internos.
  • Priorizar incidencias según su impacto y urgencia.
  • Colaborar estrechamente con los equipos de Product y Engineering.

Requirements

  • 2 a 4 años de experiencia en Technical Support Engineering, Support, Developer Support o Customer Support técnico.
  • Experiencia analizando logs y utilizando herramientas de monitoreo como Sentry o Grafana.
  • Capacidad para diagnosticar y reproducir incidencias técnicas.
  • Conocimientos básicos de desarrollo web en PHP y/o JavaScript, idealmente Vue.js.
  • Comprensión de estructuras de datos como JSON y XML para APIs e integraciones.
  • Conocimientos básicos o intermedios en bases de datos, incluyendo consultas y ajustes simples.
  • Experiencia con herramientas no-code o low-code como Retool o Zapier.
  • Experiencia con sistemas de ticketing como Linear, Zoho Desk o herramientas similares.
  • Español avanzado e inglés intermedio/avanzado; portugués deseable.
  • Se valorará experiencia en soporte técnico para productos SaaS, sector restaurantero, atención al cliente por teléfono o email, trabajo con equipos de Engineering o Product y soporte de hardware.

Interested in this position?

Apply directly on the company website

Apply Now

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