Overview

Our client is looking for a Spanish Bilingual Level 2 Technical Support Specialist (SaaS) to provide advanced technical support for a next-generation SaaS customer communication and automation platform. In this role, you will act as a key cross-functional bridge, taking ownership of complex technical issues from root-cause investigation through to final resolution. We are seeking a highly analytical problem solver with at least 3 years of SaaS technical support experience who is comfortable using logs, APIs, and AI tools for troubleshooting. Ideal candidates must possess strong autonomous working skills alongside bilingual fluency in English and Spanish to support global operations seamlessly.

Schedule:

• Onboarding Period (First 2–3 months): Shift starts at 12:00 PM UTC at the latest.
• Ongoing Schedule: Shift starts at 1:00 PM UTC at the latest.

Responsibilities

Technical Support & Troubleshooting

• Provide Level 2 technical support to both internal and external customers.
• Own complex customer issues from initial contact through investigation, resolution, and follow-up.
• Prioritize, categorize, track, and resolve customer-reported technical problems based on severity and business impact.
• Gather relevant technical and business information to create thorough and accurate problem descriptions.
• Conduct complex technical investigations using application and system logs, monitoring and diagnostic tools, APIs, reproduction environments, configuration reviews, and other technical troubleshooting methods.
• Reproduce reported issues where possible to identify root causes and determine appropriate solutions.
• Conduct customer health checks and technical incident reviews.
• Document technical issues, root causes, troubleshooting steps, and resolutions for future reference.
• Identify recurring issues and recommend improvements to reduce future support volume.

Defect Management & Product Feedback

• Record, document, and manage confirmed software defects.
• Work closely with R&D teams to investigate, communicate, and track technical issues through resolution.
• Provide clear and actionable technical information to Product and Development teams.
• Provide product feedback based on recurring customer issues, support trends, and customer needs.
• Help identify opportunities to improve product functionality, reliability, usability, and customer experience.

Cross-Functional Collaboration

• Collaborate closely with R&D and Product teams on technical and functional issues.
• Partner with Sales and Customer Success teams to understand customer requirements and business impact.
• Build strong working relationships with relevant internal and external stakeholders.
• Communicate complex technical issues clearly to both technical and non-technical audiences.
• Effectively collaborate across different organizational levels, functions, cultures, and time zones.
• Influence internal stakeholders toward appropriate technical solutions when required.

Documentation & Knowledge Sharing

• Review, update, and maintain technical support documentation.
• Create detailed knowledge articles and troubleshooting resources based on recurring issues and resolved cases.
• Conduct formal and informal knowledge-transfer sessions with relevant teams.
• Share technical findings, best practices, and troubleshooting approaches with other support team members.
• Ensure solutions and technical learnings are documented in a clear, structured, and reusable format.

Requirements

• 3+ years of experience in Technical Support within a SaaS environment.
• Fluent English and Spanish — required.
• Proficiency with AI tools for research, analysis, troubleshooting, and productivity — required.
• High level of independence and ability to work autonomously — required.
• Strong analytical and technical troubleshooting skills.
• Hands-on experience investigating technical issues using logs and monitoring tools.
• Experience troubleshooting complex software or platform-related issues.
• Ability to investigate issues methodically, identify root causes, and develop appropriate solutions.
• Excellent written and verbal communication skills.
• Strong interpersonal and customer-facing skills.
• Ability to communicate technical concepts clearly to customers and internal stakeholders.
• Demonstrated ability to collaborate and influence across different teams and organizational levels.
• Strong ownership and accountability for customer issues from investigation through resolution.
• Strong documentation and organizational skills.
• Ability to manage multiple technical issues while maintaining appropriate prioritization and follow-through.

Preferred Qualifications

• Experience supporting customer communication, automation, CRM, messaging, or other business SaaS platforms.
• Experience working with APIs and integrations.
• Experience troubleshooting web-based applications.
• Familiarity with incident management and software defect tracking.
• Experience working directly with R&D and Product teams.
• Experience conducting technical incident reviews or customer health checks.
• Experience working with distributed or international teams.
• Familiarity with structured root-cause analysis and technical incident documentation.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "APPLY" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

Important Disclaimer

BruntWork never charges fees for applying or any part of the hiring process—it is 100% free. If you are ever asked for payment, please stop and report it immediately to our official email us through the Contact Us form on our official BruntWork website.

BruntWork never charges fees for applying or any part of the hiring process—it is 100% free. If you are ever asked for payment, please stop and report it immediately to our official email us through the ‘Contact Us’ form on our official BruntWork website.