Software Support Specialist with Spanish/Portuguese - LATAM

Role overview Help customers and partners resolve technical questions about software through email, phone, and chat. The role combines troubleshooting and configuration support with clear case documentation and coordination with engineering specialists when an issue needs deeper investigation or escalation.

Responsibilities - Diagnose and troubleshoot software-related issues and provide configuration guidance to customers and partners. - Analyze reported problems and define practical steps toward resolution. - Coordinate with engineers and specialist teams, including taking ownership of cases that require escalation. - Maintain constructive working relationships with customers and partners throughout the support process. - Track customer satisfaction, productivity, and interaction quality goals. - Keep case communications, documents, and files complete and accurate in the support system.

Requirements - Upper-intermediate or better written and spoken English. - Upper-intermediate or better written and spoken Spanish or Portuguese. - At least one year of experience in a similar support role; hosting or managed service provider support is especially relevant. - Basic Windows Server administration, including gathering and reviewing logs and diagnostic dumps. - Ability to analyze technical issues and explain technical information clearly. - Strong customer service and analytical skills.

Nice to have - Familiarity with Linux or UNIX fundamentals and command-line tools. - Exposure to virtualization environments such as VMware ESXi or Microsoft Hyper-V. - Experience with business systems such as email, database, application delivery, or time synchronization servers.

Benefits and work setup - Applicants are asked to submit application materials in English.