Technical Support Engineer, Spanish Bilingual
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Job Description
Technical Support Engineer troubleshooting Brain Corp’s autonomous robots across software, hardware, and cloud systems. Supporting Spanish-speaking customers and coordinating engineering resolutions remotely across the United States.
Responsibilities:
- Translate and interpret between Spanish-speaking customers, field partners, and internal English-speaking teams
- Provide step-by-step technical solutions for sensor malfunctions, software bugs, hardware issues, and connectivity problems
- Provide ticket- and phone-based technical support to partners, OEM experts, and field technicians
- Proactively monitor deployed robot fleets remotely using internal tools
- Troubleshoot customer-reported issues and implement resolutions
- Understand OEM needs and resolve issues efficiently, leading customer-related initiatives as needed
- Coordinate transactional activities with third-party service providers to minimize customer disruptions
- Participate in quality resolution processes and identify root causes
- Develop expertise in robotic hardware, software, navigation kits, subsystems, and cloud infrastructure
- Assist with Shelf Scan projects as requested
- Work with internal teams to improve tools and processes
- Log tickets and track case progress with clear documentation
Requirements:
- Bachelor’s Degree in Computer Science or STEM-related field, or equivalent experience
- 3-5 years of experience in a technical role or customer service involving direct interaction with customers
- Fluent in written and spoken Spanish and English, including the ability to explain technical topics clearly and accurately in both languages
- Familiarity with Linux
- Experience creating data dashboards using Tableau, Grafana, PowerBI, or similar tools, integrating data from SQL and Big Query
- Experience using Confluence and a ticketing system such as Jira, ServiceNow, or Salesforce Service Cloud
- Experience with SQL, Big Query, data dashboards, ticketing systems, and Confluence
- Ability to understand complex software infrastructure and architecture
- Strong analytical skills and a logical, methodical approach to complex issues
- Strong technical troubleshooting skills for software and hardware issues
- Ability to communicate complicated technical issues effectively to customers, peers, and engineering teams
- Ability to travel if the need arises
Benefits:
- A discretionary annual target bonus
- Stock options
- 401(k) plan with match (no waiting period and immediate vesting)
- Comprehensive suite of insurance benefits for employees (and their families) to include a variety of medical plan options (including an HSA with employer contribution), dental, vision, life and disability insurance, Employee Assistance Program (EAP), Legal/Identity support plans, pet insurance
- Access to Flexible Spending Accounts (Medical and Dependent Care)
- Accrued paid time off, Paid Sick Leave, time off for volunteering in the community, 10 paid company holidays, and a winter company shutdown
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