Senior Bilingual Technical Support Specialist
Virtual Vocations Inc
Supporting a remote team, the full-time Senior Bilingual Technical Support Specialist will manage complex technical escalations, drive deep technical investigations, and collaborate with customer-facing teams to resolve high-impact customer cases. Key responsibilities: Serve as the escalation point for challenging customer cases, investigating and resolving advanced technical issues Lead in-depth root cause analysis of product issues across the SaaS platform and hardware devices Collaborate with Customer Success and Account teams to ensure effective communication and resolution strategies for complex cases Required qualifications: Bachelor's degree in a technical field or equivalent hands-on experience in technical support environments 4-6 years of experience in a technical support or escalation role, preferably in SaaS, networking, or IoT Strong grasp of networking fundamentals, including TCP/IP, DNS, and VPNs Experience with diagnostic tools and analyzing logs to resolve multi-layered technical issues Proven ability to mentor peers and lead investigation efforts in a technical support setting
Vacancy posted 16 hours ago
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