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# Technical Support Agent - LATAM

- **Company:** Alea
- **Location:** Spain (Remote available)
- **Contract:** Permanent contract
- **Skills:** JIRA, Business Software, Software as a Service, Issue Tracking Systems, Data Logging, Kibana, Restful APIs, Web Api
- **Published:** October 25, 2026
- **Apply:** https://www.jobleads.com/es/job/technical-support-agent-latam--spain--e5be028391481ba02c7255cf3d808eba2

## About the Role

* Experience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.
 * Technical Knowledge:
 * Familiarity with REST APIs and troubleshooting API calls.
 * Experience with log review and metrics analysis using tools like Kibana.
 * Basic software and technical concepts (engineering degree not required).
 * Languages: Fluency in English and Spanish is required; Portuguese is a plus.
 * Skills:
 * Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
 * Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
 * Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.

## Description

About The Role

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space.

About The Role

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space. This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00-02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.

Key Responsibilities

Customer Support

 * Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses.
 * Guide customers through troubleshooting steps to resolve technical problems.
 * Follow up with clients to confirm issue resolution and gather feedback on the support experience.

Technical Troubleshooting

 * Diagnose and resolve software, system, or network-related issues.
 * Escalate recurring or complex issues to higher-level support or relevant teams.
 * Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously.

Collaboration and Knowledge Sharing

 * Partner with team members to address complex issues and share insights during team meetings.
 * Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team.
 * Stay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery.

Process Improvement

 * Provide feedback on recurring issues to help identify areas for product and process improvement.
 * Suggest and implement ideas to enhance the customer support experience.

Required Qualifications

 * Experience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.
 * Technical Knowledge:
 * Familiarity with REST APIs and troubleshooting API calls.
 * Experience with log review and metrics analysis using tools like Kibana.
 * Basic software and technical concepts (engineering degree not required).
 * Languages: Fluency in English and Spanish is required; Portuguese is a plus.
 * Skills:
 * Proficiency in using ticketing systems (e.g., Jira) or similar platforms.
 * Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
 * Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.

Additional Information

This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00-02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.