Bilingual Tech Support Engineer for Customer Success

Cerby

United States

Remote

USD 60,000 - 90,000

Full time

14 days+

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Job summary

Cerby is hiring a Technical Support Engineer in the United States to join our Customer Success organization. You will be the first line of contact for customers, addressing technical issues, monitoring tickets, and maintaining high satisfaction.

You’ll work with engineering to enhance automation and maintain knowledge base resources. The role requires strong problem-solving, bilingual English/Spanish communication, and experience with web technologies.

Qualifications

Customer-facing experience and strong communication skills.
Proven problem-solving and troubleshooting aptitude.
Fluency in English and Spanish.
Experience with web technologies (HTML/CSS/JS).
Ability to translate complex processes for non-technical users.
Ability to collaborate with a distributed team across time zones.
Schedule flexibility to work outside standard hours if required.

Responsibilities

Monitor and respond to customer support tickets within SLA.
Participate in customer calls to understand issues and provide solutions.
Proactively communicate to avoid downtime or access issues for customers.
Escalate bugs and complex issues to internal teams and ensure follow-up.
Monitor system alerts for failures or critical issues in automation workflows.
Collaborate with Cerby’s engineering team to prioritize automation improvements.
Analyze user activity and feedback to guide new automation implementations.
Perform routine tasks to support customer needs and operations.
Write and maintain knowledge base articles for internal and public documentation.