Support Engineer Sr (Bilingual) OPS - Support · Bogotá D.C. ·

Instaleap LLC; Barcelona; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Team activities

Permanent contract under Spain labor法

Job summary

Instaleap LLC is seeking a Senior Support Engineer in Barcelona to deliver outstanding technical support to customers and internal teams. You will troubleshoot complex issues, become a product expert, and collaborate across Engineering, Product, and Customer Success to drive improvements and automation.

The role emphasizes mentoring peers, resolving issues efficiently, and maintaining high SLA performance while scaling support operations in a fast-paced SaaS environment.

Qualifications

• 4+ years of experience in Technical or Software Support.
• Experience in SaaS or technology environments.
• Experience working in Agile teams.
• Intermediate SQL skills.
• Knowledge of APIs and basic programming or scripting.
• Experience driving process improvements or automation initiatives.
• Strong problem-solving and analytical skills.
• Excellent communication skills with technical and non-technical audiences.

Responsibilities

• Provide outstanding technical support to internal and external customers.
• Troubleshoot and resolve complex technical issues, becoming a product expert.
• Collaborate with Engineering, Product, and Customer Success to solve customer challenges.
• Identify, propose, and lead process improvements and automation initiatives.
• Ensure SLA compliance while prioritizing support cases based on impact.
• Document solutions and contribute to the team's knowledge base.
• Mentor teammates and act as an escalation point for complex cases.
• Drive continuous improvements to elevate the quality and efficiency of the Support team.

Skills

SQL

APIs

Scripting

Automation

Agile

Customer service

Communication

Job description

Profile

As a Senior Support Engineer, you will play a key role in delivering an outstanding customer support experience while acting as a technical expert and trusted partner for both customers and internal teams. Beyond resolving complex technical issues, you will drive operational excellence by identifying opportunities for automation, improving support processes, and influencing best practices across the organization.

You will work closely with customers, Engineering, Product Managers, and Customer Success teams to troubleshoot highly complex technical challenges, identify root causes, and contribute to long-term product improvements. Your ability to combine strong technical expertise, customer empathy, analytical thinking, and leadership will be critical to the success of the Support organization.

As a senior member of the team, you are expected to proactively identify areas of improvement, mentor peers, and help elevate the overall quality, efficiency, and scalability of our Support operations.

What Would you do?

• Provide outstanding technical support to internal and external customers.
• Troubleshoot and resolve complex technical issues, becoming a product expert.
• Collaborate with Engineering, Product, and Customer Success to solve customer challenges.
• Identify, propose, and lead process improvements and automation initiatives.
• Ensure SLA compliance while effectively prioritizing support cases based on impact.
• Document solutions and contribute to the team's knowledge base.
• Mentor teammates and act as an escalation point for complex cases.
• Drive continuous improvements to elevate the quality and efficiency of the Support team.

Your experience has been shaped by

• 4+ years of experience in Technical or Software Support.
• Strong customer service experience in SaaS or technology environments.
• Experience working in Agile teams.
• Intermediate SQL skills.
• Knowledge of APIs and basic programming or scripting.
• Experience driving process improvements or automation initiatives.
• Strong problem-solving and analytical skills.
• Excellent communication skills with both technical and non-technical audiences.

Your SuperPowers

• C1 English proficiency.
• Customer-first mindset.
• Strong troubleshooting and root cause analysis skills.
• Ownership and accountability.
• Automation and continuous improvement mindset.
• Ability to influence and mentor others.
• Excellent remote collaboration and communication skills.

What we bring to the table

• Indefinite-term employment contract under Spain labor law.
• Health insurance: Prepaid medicine.
• Monthly activities with your team.