Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- IT Support Engineer providing exceptional technical support and assistance for cloud services. Collaborating with partners to ensure satisfaction and effective onboarding in a dynamic environment.
Responsibilities
- Provide exceptional support: Assist partners with technical issues related to our cloud services, ensuring timely and effective resolution.
- Onboard new partners: Guide new partners through the onboarding process to ensure a smooth transition and thorough understanding of our platform.
- Act as a liaison: Collaborate with sales, product, and engineering teams to relay partner feedback and contribute to product and service improvements.
- Monitor and improve: Track partner satisfaction metrics and proactively work to enhance the customer experience.
- Troubleshoot technical problems: Diagnose and solve complex technical issues, drawing on your knowledge of cloud services and infrastructure.
- Document solutions: Maintain detailed documentation of support cases, resolutions, and best practices.
- Educate and empower: Deliver training sessions and provide resources to help partners maximize the value of our services.
Requirements
- 3+ years in a technical support or customer success role, preferably within the cloud services or technology sector.
- Problem-solving mindset: Ability to diagnose complex issues and provide effective solutions quickly and efficiently.
- Communication: Excellent verbal and written communication skills in Spanish, with the ability to explain technical concepts even to non-technical audiences.
- Customer-focused: A passion for helping partners and ensuring their success with our platform.
- Adaptability: Comfortable working in a fast-paced, startup environment where priorities can shift rapidly.
- Team player: Collaborative mindset with the ability to work cross-functionally within the company.
- Education: A degree in Computer Science, Information Technology, or a related field is preferred but not required.
- Technical skills: Strong understanding of cloud computing, networking, and virtual infrastructure.
- Familiarity with platforms such as AWS, Azure, or Google Cloud is a plus.
- Proficiency with Windows Server environments (2012-2025) and its main services.
- Microsoft Certifications (MCP, MCSE or equivalent) is a must.
- Knowledge of Linux system administration, LPIC-1, LPIC-2 or equivalent are a plus.
- Experience working with Jira/Confluence is a clear asset.
- Experience with Hypervisors: VMWare, Hyper-V, etc.
- Knowledge of LAN/WAN, VPNs, and network security best practices.
- Cisco Certs (CCNA, CCNP) and/or CompTIA Network+ are also needed.
- Experience working with monitoring systems, such as Zabbix, is highly rated
Benefits
- Flexibilidad: un gran equilibrio entre trabajo y vida.
- Oportunidad de crecimiento personal y profesional.
- Un entorno de trabajo inclusivo y animado.
- Acceso a la mejor red médica.
- Cultura de retroalimentación y transparencia.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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