Bilingual Technical Support Engineer (EN/ES)

Cerby, Inc.; México; Híbrido; MXN 30.000 - 50.000; Jornada completa

Descripción de la vacante

Cerby, Inc. is seeking a Technical Support Engineer to enhance customer satisfaction as part of the Customer Success team. This role involves monitoring customer tickets and addressing technical issues to ensure seamless service.

The ideal candidate will have experience in customer service, be bilingual in English and Spanish, and possess strong problem-solving skills. You’ll collaborate with engineering teams while supporting customers' needs and operational efficiency.

Formación

• Prior experience working in customer service or similar roles.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills in English and Spanish.
• Experience with web technologies (HTML/CSS/JS).
• Ability to simplify complex processes for non-technical users.
• Ability to work collaboratively with a distributed team across time zones.
• Schedule flexibility for after-hours work if needed.

Responsabilidades

• Monitor and respond to customer support tickets within SLAs.
• Participate in customer calls to understand issues and provide solutions.
• Communicate proactively to avoid downtime or delays.
• Escalate complex issues to internal teams ensuring resolution.
• Monitor system alerts for failures or critical issues.
• Collaborate with engineering team for system improvements.
• Analyze user feedback for new automation implementations.
• Support routine tasks for operational efficiency.
• Maintain knowledge base documentation.

Conocimientos

Customer service experience

Problem-solving skills

Communication skills in English and Spanish

Web technologies (HTML/CSS/JS)

Herramientas

SQL

Rest APIs

Version control systems (GitHub)

Descripción del empleo

Cerby, Inc. is seeking a Technical Support Engineer to enhance customer satisfaction as part of the Customer Success team. This role involves monitoring customer tickets and addressing technical issues to ensure seamless service.

The ideal candidate will have experience in customer service, be bilingual in English and Spanish, and possess strong problem-solving skills. You’ll collaborate with engineering teams while supporting customers' needs and operational efficiency.