We are looking for a highly skilled and bilingual Lead Technical Support Associate (Spanish-speaking) to join our dynamic support team. In this role, you will be the go-to expert for delivering reliable, high-quality technical assistance to both internal and external customers. You will lead by example, ensuring timely issue resolution, clear communication, and a strong focus on customer satisfaction. Your ability to troubleshoot complex problems, collaborate across teams, and contribute to continuous improvement will be key to enhancing our support operations and overall customer experience.

• Provide expert-level technical support in both English and Spanish, ensuring high-quality service across all customer interactions.
• Serve as a lead resource for resolving complex technical issues, including root cause analysis, troubleshooting, and issue replication.
• Investigate complex customer-reported problems, replicating issues where necessary to determine root causes.
• Monitor and manage the resolution lifecycle of support requests, maintaining accurate records and status updates
• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their technical needs.
• Deliver technical training and guidance to both customers and internal teams to enhance product understanding and usage
• Participate in product and software testing to identify potential issues and contribute to quality assurance efforts.Create, maintain, and share technical knowledge through documentation, best practices, and collaborative learning initiatives.