Technical Support Engineer - Portuguese and/or Spanish speaker

What You'll Do Expert Technical Investigation: Lead the investigation and resolution of complex support issues related to functionalities, integrations, APIs, and overall platform performance. Code-Assisted Troubleshooting: Utilize your knowledge of web development concepts to read, analyze, and understand customer code (HTML, CSS, JavaScript, SQL) to pinpoint the root cause of issues, rather than writing production code. Resolution & Guidance: Communicate clear, professional, and timely solutions, offering best-practice guidance to help customers optimise their use of the platform. Customer Advocacy: Manage the full issue lifecycle from initial contact through resolution, ensuring an excellent and professional customer experience at every step. Knowledge Contribution: Create and maintain high-quality technical documentation, knowledge base articles, and solution guides to empower both internal teams and external customers. What You'll Bring Required Technical & Support Skills Technical Troubleshooting Experience: Proven ability to diagnose and resolve technical issues within an enterprise software, SaaS, or highly integrated system environment. Core Technical Acumen: A solid ability to read and understand code and technical structures, specifically including: Practical SQL: Proven ability to write and execute intermediate-level SQL queries for data retrieval, analysis, and diagnostic troubleshooting. JavaScript (or similar scripting/object-oriented language) HTML & CSS Familiarity with web services, including REST/SOAP APIs. Communication: Exceptional written and verbal communication skills, with the ability to arti