Bilingual Technical Support Engineer (English/Spanish)

Securiport•Reston, VA

About The Position

Securiport LLC is a U.S. company based in Reston, VA, specializing in the design and implementation of passenger biometric recognition, immigration processing, and intelligent information reporting and management systems based on advanced technological solutions. Securiport provides a complete immigration processing solution and analytics to maintain border security. Services include technical analysis, design, implementation, and maintenance of Securiport’s software solutions, training, and technical support to field operations. The Technical Support Engineer provides advanced technical assistance to customers, partners, and internal teams supporting cloud-based applications and infrastructure. This role focuses on resolving complex technical issues, ensuring SLA compliance, and delivering a high-quality multilingual customer support experience. Fluency in English and Spanish is required.

Requirements

Working knowledge of Windows and Linux environments.
Basic understanding of TCP/IP, DNS, VPNs, and networking fundamentals.
Experience with ticketing and work management tools such as Azure DevOps.
Familiarity with Microsoft Azure environments (VMs, identity, databases).
Ability to read, analyze, and troubleshoot logs and system behavior.
Strong analytical, communication, and customer service skills.
Ability to support multiple tickets in a fast-paced environment.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field required.
2–5 years of experience in technical support, IT operations, or systems support.
Fluency in English and Spanish (written and verbal).

Nice To Haves

Experience with Grafana or similar monitoring tools.
Exposure to CI/CD pipelines and DevOps workflows.
Scripting experience with PowerShell, Bash, or Python.
IT certifications (ITIL, CompTIA, Azure, AWS, CCNA).
Experience supporting international or government customers.

Responsibilities

Troubleshoot, diagnose, and resolve application, infrastructure, operating system, and network-related issues.
Provide bilingual technical support (English/Spanish) via phone, email, chat, and ticketing systems.
Analyze and interpret system and application logs using Notepad++ and LogExpert.
Utilize ITA-2 troubleshooting tools to investigate and resolve incidents.
Manage and resolve support tickets while meeting SLA requirements.
Perform root cause analysis and document findings and resolutions.
Collaborate with Engineering, DevOps, QA, and Product teams to resolve defects.
Support User Acceptance Testing (UAT) and deployment validation activities.
Maintain technical documentation and knowledge base articles.
Participate in on-call rotations as required.
Perform other duties as assigned.