L1 Technical Support Engineer (Spanish-Speaking)

United StatesRemoteFull-timemid

Technical Support EngineerCustomer

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps.

Technical Tools

Technical Support EngineerCustomer

As an L1 Technical Support Engineer, you will help enterprise customers resolve technical challenges across cloud-based email security, AI security, and SaaS security solutions. You will manage incoming support cases, investigate complex issues, and guide customers toward effective resolutions. The role combines hands-on troubleshooting, log analysis, API and integration support, and close collaboration with Engineering and Product teams. You will also contribute to customer onboarding, strengthen technical documentation, and identify recurring issues that can inform product improvements. Working in a fast-evolving cybersecurity environment, you will help organizations respond to emerging email and SaaS threats. Your Spanish fluency and customer-first approach will be essential to building trust and delivering a high-quality support experience.

Serve as a trusted first-line technical advisor for enterprise customers using cloud email security, AI security agent, and SaaS security solutions.
Own and resolve incoming support tickets, including configuration challenges, API-related questions, behavioral false positives, and security threat investigations.
Investigate technical issues through troubleshooting, log analysis, and review of platform configurations and integrations.
Provide timely customer updates, root cause analyses, and practical solution recommendations throughout the support process.
Collaborate closely with Engineering teams to drive effective resolutions and maintain thorough post-mortem documentation.
Work alongside Customer Success Managers to support customer onboarding and ongoing engagement.
Create and maintain internal and external knowledge base documentation to improve self-service and reduce recurring support cases.
Identify recurring technical trends and customer pain points, sharing feedback that supports improvements to product functionality and user experience.
Use AI-powered tools and GPT-based assistants appropriately to improve troubleshooting workflows and support outcomes.

Requirements

~1 min read

At least 4 years of technical support experience in cybersecurity, SaaS, or enterprise technology environments.
Strong understanding of email security fundamentals and modern cloud and SaaS ecosystems.
Experience troubleshooting APIs, integrations, and enterprise platform configurations.
Ability to investigate and resolve technical issues through log analysis and collaboration with cross-functional teams.
Familiarity with enterprise platforms and services such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.
Experience using Salesforce, Jira, Confluence, or comparable support and collaboration tools.
Strong written and verbal communication skills, including the ability to explain technical concepts clearly to both technical and non-technical audiences.
Fluent Spanish language skills; Portuguese fluency is an advantage.
A customer-first mindset, strong problem-solving abilities, and a commitment to operational efficiency and continuous improvement.
Technical curiosity and willingness to learn new technologies and adapt to evolving cybersecurity challenges.
Experience with AI tools or AI-powered support platforms is highly preferred.

What We Offer

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✓Base salary range of $31.25–$44.96 USD per hour, with actual compensation determined by experience, skills, qualifications, and geographic location.

✓Potential eligibility for bonus or incentive compensation.

✓Equity compensation.

✓Comprehensive benefits package.

✓Remote working arrangement within the United States.

Location & Eligibility

Where is the job

United States

Remote within one country

Who can apply

About this job

Pay per year: ≈ $65,000–$93,517 a year; 33% below the $119,100 median for Technical Support Engineer jobs on Jobera (181 salaries).
Who can apply: United States
Posted: Today
Employer: has 6,233 open jobs on Jobera in 42 countries.