Remote SaaS Support Specialist - English/Spanish

Alea; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Alea is seeking a Technical Support Agent for a fully remote position with rotating weekly shifts anchored to Spain time. The role emphasizes helping clients with technical issues, troubleshooting, and delivering high-quality support in English and Spanish.

The ideal candidate will have at least 2 years in tech support, experience with Jira, REST APIs, and log analysis tools like Kibana, and strong communication skills across channels.

Qualifications

• Minimum 2 years in a tech support role, preferably SaaS or tech.
• Fluency in English and Spanish is required; Portuguese is a plus.
• Familiarity with REST APIs and troubleshooting API calls.

Responsibilities

• Address client inquiries and technical issues via phone, email, and chat.
• Guide customers through troubleshooting steps to resolve problems.
• Follow up with clients to confirm issue resolution and gather feedback.
• Diagnose and resolve software, system, or network-related issues.
• Escalate recurring or complex issues to higher-level support.

Skills

Fluent English

Spanish language

Customer-focused

Communication

Problem-solving

Time management

Tools

Jira

REST APIs

Kibana

Ticketing systems

Job description

Alea is seeking a Technical Support Agent for a fully remote position with rotating weekly shifts anchored to Spain time. The role emphasizes helping clients with technical issues, troubleshooting, and delivering high-quality support in English and Spanish.

The ideal candidate will have at least 2 years in tech support, experience with Jira, REST APIs, and log analysis tools like Kibana, and strong communication skills across channels.