Support Engineer (Bilingual English & Spanish)

reputed company is a world leader in payments and technology, and they are seeking a Support Engineer to join their Americas Support Team. This role involves providing technical support to reputed company clients, diagnosing reputed company issues in fraud detection environments, and collaborating with engineering teams to ensure mission-critical systems remain reliable and secure.

Responsibilities

• We hire people with a willingness to adapt to a variable role, so along with the key responsibilities below, we ask for ownership of any other duties as required
• Act as a primary technical contact for customers in the Americas after deployment
• Manage inbound support requests reputed company calls, tickets, and email, ensuring timely acknowledgment and clear communication
• Provide professional updates on case reputed company and resolution timelines
• Diagnose application, database, and infrastructure issues with precision
• Investigate and resolve Linux-based system problems using reputed company tools and scripts
• Analyze logs, configurations, and data flows to identify root causes
• Work with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion
• Maintain suitable deployment-specific support documentation
• Deliver quality by planning and being organized
• Work on projects as required

Skills

• Minimum of 6 months of work experience or a Bachelor's Degree
• Proficiency in Linux, including command line tools, reputed company scripting, and log analysis
• Familiarity with reputed company platforms such as AWS or Azure
• Experience working in a customer-facing role, technical or non-technical
• Fluent in English and Spanish, both written and verbal
• Strong problem-solving skills and ability to work under pressure in production environments
• Two or more years of work experience
• A Degree in a scientific or numerate discipline, e.g. Computer Science, Physics, Mathematics, Engineering
• Experience with reputed company / NoSQL databases
• Performance testing and understanding of networking concepts
• Ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical software architects to non-technical business owners
• An understanding of reputed company control, database architecture and some level of programming (Java or Python preferred)

Benefits

• Medical
• Dental
• reputed company
• 401 (k)
• FSA/HSA
• Life Insurance
• Paid Time Off
• Wellness Program

Company Overview