(Fluent English) L2 Technical Support Consultant (LATAM)

Uruguay·MontevideoRemoteContractmid

Customer SuccessTechnical Support

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Quick Summary

Key Responsibilities

Deliver outstanding technical support via emails,

Requirements Summary

Excellent English communication skills (C1 for both spoken and written); At least 1–2 years of proven experience in a Technical Support Engineer, Systems Administrator,

Technical Tools

Customer SuccessTechnical Support

Responsibilities

~1 min read

→Deliver outstanding technical support via emails, phone calls and chats;
→Take ownership of technical issues reported by customers and triage them as needed;
→Analyze and resolve customer inquiries containing technical issues or feedback;
→Follow procedures for proper escalation to relevant internal teams and key stakeholders;
→Maintain accurate records of failures, maintenance activities, and bugs;
→Contribute to and maintain the company’s support knowledge base and related documentation;
→Ensure compliance with the company’s Service Level Agreements (SLAs);

Requirements

~1 min read

Excellent English communication skills (C1 for both spoken and written);
At least 1–2 years of proven experience in a Technical Support Engineer, Systems Administrator, or Advanced Support Specialist role;
Hands-on experience with Windows and Linux operating systems, with a strict emphasis on command-line interface (CLI) and terminal-based management;
Hands-on experience in diagnosing, troubleshooting, and resolving hardware-related issues in technical environments;
Solid understanding of hardware and software interactions, including how system components work together to ensure functionality and performance;
Experience navigating and analyzing system logs, extracting relevant information, and interpreting data to identify and diagnose technical issues;
Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues, adapt to changing situations, and identify effective solutions;
Customer-oriented and responsible attitude;
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload);

Nice to Have

~1 min read

Experience with UAV/UAS systems, flight controllers, or embedded hardware;
Hands-on experience with network-related architecture and cloud-based systems;
Experience with and understanding of firewalls and port configuration;
Experience with remote hardware debugging and low-level system diagnostic tools.