Bilingual Technical Support Representative – English, Spanish
KeyNest
Job Level
JuniorMid-Level
Tech Stack
ApacheJavaScriptLAMPLinuxMS SQL ServerMySQLOraclePHPSOAPSQL
About the role
- Serve as the primary technical point of contact for support cases, ensuring timely triage, investigation, and resolution
- Lead the case lifecycle from initial intake through closure, escalating thoughtfully when advanced expertise or system-level debugging is needed
- Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with clear, replicable steps
- Deliver consistent communication and updates to customers throughout the resolution process
- Document case findings thoroughly, contributing to internal knowledge and process improvements
- Identify common support patterns and collaborate with peers and leaders to drive case deflection and support optimization
- Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy
Requirements
- 2–4 years of experience in technical support, systems support, or application support engineering
- Working knowledge or exposure to PHP
- Working knowledge of SQL, including the ability to debug and interpret code and queries
- Ability to read and understand JavaScript in a support and troubleshooting context
- Comfort with Linux-based systems and ability to operate in command-line environments
- Understanding of the LAMP stack (Linux, Apache, MySQL, PHP) and web application fundamentals
- Familiarity with REST and SOAP APIs, browser developer tools, and interpreting logs
- Experience supporting CRM platforms (SugarCRM strongly preferred)
- Strong communication skills and customer-first mindset
- Proven ability to manage a support workload with ownership, structure, and attention to detail
