L1 Senior Bilingual Technical Support Specialist

📋 Description

• Respond to customer requests for technical assistance via phone and chat.
• Manage fast-paced, independent work while collaborating with other TSS teams.
• Handle complex technical issues and provide timely resolutions.
• Be part of frontline support across multiple locations to serve customers.
• Remote position open to US candidates (zone 3 and 4).

🎯 Requirements

• Bachelor’s degree in a technical field or equivalent hands-on experience.
• 4–6 years in technical support or escalation roles (SaaS, networking, or IoT).
• Strong networking fundamentals: TCP/IP, DNS, DHCP, VPNs.
• Familiarity with cloud platforms and connected hardware systems.
• Experience with logs, diagnostics, and multi-layer issue investigations.
• Ability to interpret API responses, JSON data, and web integrations.
• Excellent collaboration and communication across technical and non-technical teams.
• Leadership: mentor peers and drive investigations when needed.
• Flexible hours and on-call rotations for urgent escalations.

🎁 Benefits

• Flexible, employee-led remote model.
• Professional development stipend.
• Comprehensive health and parental leave plans.
• Inclusive culture with belonging initiatives.
• Accommodations available during recruiting process.