Product Support Engineer (Spanish Speaking)

Island•Dallas, TX

10d•Hybrid

About The Position

As a Product Support Engineer, you will support customers and the sales team by addressing technical inquiries, troubleshooting issues, and helping ensure the uninterrupted functionality of Island’s Enterprise Browser throughout the customer journey. You will work with a small, skilled team in a dynamic, fast-paced environment, with opportunities to take on additional responsibilities and make a significant impact. The company seeks customer-focused engineers who are eager to learn and develop expertise in its technologies. Candidates must be fluent in Spanish. The posting gives conflicting location information: it says the position can be remotely based in the US, but also states that the role is hybrid, four days per week in the office at the Coppell, Texas headquarters.

Requirements

At least 5 years of hands-on experience in support roles working directly with enterprise customers.
At least 5 years of experience with troubleshooting methodologies and problem-solving.
At least 3 years of experience in a startup environment and ability to thrive in a fast-paced, agile atmosphere.
In-depth knowledge of network and security devices, such as Okta, Zscaler, and SIEM.
Expertise with Windows, Mac, and Linux operating systems.
Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
At least 5 years of experience with IT tasks such as installing virtual machines and configuring IT environments.
At least 5 years of experience with support methodologies and tools such as Confluence, Salesforce, and Jira.
At least 3 years of experience working with log systems such as Coralogix and Sentry.
Fluency in Spanish.

Nice To Haves

Bachelor’s degree in Computer Science, Engineering, or a related field.

Responsibilities

Provide technical support to enterprise customers through email, phone, chat, and other communication channels.
Understand Island’s products and how they integrate with customer systems to provide solutions and guidance.
Collaborate with development and QA teams to escalate and resolve critical customer issues.
Document customer interactions, technical solutions, and best practices in an organized knowledge base for internal and external use.
Share customer feedback and insights to contribute to product improvement.
Work independently and proactively while meeting established SLAs and performance metrics.
Work off-hours when needed.