L1 Technical Support Engineer (Spanish-Speaking)

Role overview Provide first-line technical support to enterprise customers using cloud email and SaaS security products. The role combines case ownership, technical investigation, and clear customer communication, while sharing recurring issues and product feedback with internal teams.

Responsibilities - Own and resolve incoming support cases involving configuration, APIs, integrations, false positives, and security investigations. - Analyze logs and other technical details to identify causes and recommend practical solutions. - Keep customers informed with timely updates, root cause explanations, and next steps. - Work with engineering teams to resolve complex issues and document outcomes and post-incident learnings. - Assist customer success colleagues with onboarding and customer engagement. - Maintain support documentation and identify recurring customer problems that could inform product improvements.

Requirements - At least four years of technical support experience in cybersecurity, SaaS, or enterprise technology. - Understanding of email security and cloud or SaaS environments. - Experience troubleshooting APIs, integrations, and enterprise product configurations. - Ability to investigate issues using logs and collaborate across technical teams. - Strong written and verbal communication, including the ability to explain technical topics to varied audiences. - Familiarity with support and collaboration tools such as Salesforce, Jira, or Confluence. - Fluent Spanish; Portuguese fluency is an advantage.

Nice to have - Experience using AI tools or AI-assisted support platforms. - Familiarity with services and tools such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, SOAR platforms, REST APIs, and Zoom.

Benefits and work setup - The posting lists a base salary range of $31.25–$44.96 USD and notes possible bonus or incentive compensation, equity, and a benefits package.