Senior Support Specialist

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Engageware

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution.

📋 Description

• Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs • Autonomously prioritize the work queue based on impact, urgency, and technical judgment, continuously adjusting to business context • Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation • Document each case clearly: diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence) • Concurrently manage multiple tickets at different resolution stages without loss of quality • Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type • Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level • Decide in a timely manner when to escalate a case, to whom, and what key information must accompany the escalation • Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead • Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates • Handle client communication in high-tension situations with professionalism, empathy, and a solution-oriented mindset • Meet SLA commitments even under high-load scenarios, proactively communicating any deviations • Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage • Actively contribute to the internal knowledge base (Confluence) • Participate in process review sessions and propose improvements to support workflows and tooling • Share best practices and raise the technical bar of the team.

🎯 Requirements

• 3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3) • Proven track record in high-volume ticket environments (minimum 1,000 cases/year) • University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience) • Proficiency with ticketing tools: Zendesk, Jira Service Management, or similar • Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (Datadog) • Familiarity with relational databases (basic SQL for diagnostic queries) • Experience with SaaS platforms and enterprise software architectures • Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable) • Ability to make decisions under pressure with incomplete information • Logical and structured thinking for diagnosing and resolving complex problems • Autonomy and proactivity: the ability to manage one's own workload without constant supervision • Customer focus with an emphasis on definitive resolution, not quick patches • Resilience and composure in high-stakes, incident-driven scenarios, including demand peaks and critical outages.

🏖️ Benefits

• Onboarding on internal platforms • Monitoring tools • Incident management processes