Quick Summary
Workana is seeking a Technical Support Engineer - Help Desk to join an innovative Retail Channel company. This opportunity is for one of our clients in Spain, a specialist in digital solutions for restaurant chains, including brands like McDonald's, Vips, Domino's Pizza, Telepizza, Pizza Hut, TGB, and 100 Montaditos.
We are looking for a Technical Support Engineer focused on advanced technical support, capable of in-depth incident analysis, problem diagnosis, and close collaboration with Engineering and Product teams. This role serves as a crucial bridge between support and development. We seek an analytical professional with a keen interest in understanding systems and resolving complex technical issues.
About the Role
Our Help Desk team assists clients with incident resolution and query management, providing efficient and empathetic support. We strive to ensure every interaction is an opportunity to resolve, offer assistance, and build trust.
Main Responsibilities
- Manage technical tickets escalated from the support team.
- Analyze logs, errors, and system behavior.
- Diagnose and classify incidents (configuration, usage, bug, or infrastructure).
- Reproduce client-reported bugs.
- Resolve technical incidents or propose effective solutions/workarounds.
- Escalate cases to the Engineering team with comprehensive technical context.
- Clearly document tickets and ensure follow-up with internal teams.
- Prioritize incidents based on their impact.
- Collaborate closely with Product and Engineering teams.
Mandatory Requirements
- 2 to 4 years of experience in Technical Support, Engineering Support, Developer Support, or technical Customer Support.
- Proven experience analyzing logs and utilizing monitoring tools (e.g., Sentry, Grafana).
- Strong ability to diagnose and reproduce technical incidents.
- Experience in customer service (phone/email).
- Basic knowledge of web development (PHP and/or JavaScript, ideally Vue.js).
- Understanding of data structures like JSON and XML (APIs and integrations).
- Basic to 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.
- Essential availability to work during Spain time: 11:00 AM to 8:00 PM or 12:00 PM to 9:00 PM (includes a 1-hour break).
- Advanced Spanish, intermediate/advanced English.
- Location: Latin America.
Desirable Requirements
- Experience in technical support for SaaS products.
- Experience within the restaurant sector.
- Close collaboration with Engineering or Product teams.
- Hardware support experience (printers, routers, etc.).
Key Skills
- Effective communication with both technical and non-technical profiles.
- Strong problem diagnosis abilities.
- Analytical thinking.
- Effective prioritization.
- Clear documentation skills.
- Problem-solving focus.
Contractual Conditions
- Modality: 100% remote.
- Workday: Full-time (8 hours/day).
- Schedule: Monday to Friday - 11:00 AM to 8:00 PM or 12:00 PM to 9:00 PM (Spain time, includes 1-hour break).
- Compensation: Between 2,500 and 3,000 USD monthly.
- Contract: Contractor through Workana.
- Duration: 12 months, with potential for renewal based on performance.
Selection Process
- Brief asynchronous Video Screening via 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 ideal candidate, we encourage you to apply. Should you be selected to proceed, a member of the Workana Talent team will contact you.