L1 Technical Support Engineer (Spanish-Speaking)

Role overview

Provide first-line technical support to enterprise customers using cloud email security and SaaS security products. You’ll investigate customer issues, explain findings clearly, coordinate with engineering and customer success teams, and surface recurring problems that could improve the product and support experience.

Responsibilities - Own incoming support cases involving configuration, APIs, integrations, false positives, and threat investigations. - Troubleshoot customer issues by examining logs and coordinating with engineering through resolution. - Keep customers informed with timely updates, root-cause findings, and recommended actions. - Support onboarding and customer engagement in partnership with customer success colleagues. - Create and maintain customer-facing and internal knowledge base materials. - Identify repeated issues and customer pain points, then share feedback to inform product improvements.

Requirements - At least four years of technical support experience in cybersecurity, SaaS, or enterprise technology. - Strong understanding of email security and modern cloud or SaaS environments. - Experience troubleshooting APIs, integrations, and enterprise platform configurations. - Ability to investigate issues through log analysis and cross-team collaboration. - Strong written and verbal communication skills and a customer-focused approach. - Familiarity with Salesforce, Jira, Confluence, or similar support and collaboration tools. - Fluency in Spanish.

Nice to have - Fluency in Portuguese. - Experience using AI tools or AI-enabled support platforms.

Benefits and work setup

The role may include bonus or incentive pay, equity, and a benefits package. The listed base salary range is $31.25–$44.96 USD; the source does not specify the pay period.