Customer Support Engineer L2 - Spanish Speaker

Job Title: Level 2 Support Engineer (English & Spanish)

Location: Belgrade, Serbia

Shifts: 8h-16h and 9h-17h

Role Overview

As a Level 2 Support Engineer, you will provide advanced technical support within a multi-tier support organization, handling complex troubleshooting, root cause analysis, and technical investigations across retail hardware, software, payment solutions, cloud services, store applications, and Windows/Linux environments.

You will support customers and partners in both English and Spanish, delivering high-quality technical assistance and communication. Working within rotating product pods, you will develop specialist expertise while building knowledge across the wider product portfolio.

Key Responsibilities

• Investigate and resolve incidents escalated from Level 1 across software, hardware, networking, cloud, and retail systems.
• Perform root cause analysis using logs, telemetry, remote access tools, and diagnostic data.
• Provide technical support and customer communication in English and Spanish.
• Own escalated cases through resolution or handover to Level 3.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams to ensure effective customer outcomes.
• Provide temporary workarounds when required and validate solutions before case closure.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring issues and contribute to problem management and continuous improvement initiatives.
• Support cross-training, mentoring, process improvements, automation projects, and new product introductions.
• Assist Level 1 during peak periods to help maintain service levels and customer satisfaction.
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Career Progression

This role is part of a structured support model:

• Level 1: Customer support and known issue resolution
• Level 2: Advanced troubleshooting and technical investigation
• Level 3: Product expertise, complex root cause analysis, and defect resolution

There are clear opportunities for career growth as technical expertise develops.

Skills & Experience

Required

• High School diploma or equivalent
• Fluent English and Spanish (written and verbal)
• Minimum 2 years of experience in a technical service desk or IT support role
• Strong troubleshooting, analytical, and customer support skills
• Experience supporting Windows operating systems
• Ability to work in a structured, high-volume support environment
• Strong organizational skills and attention to detail

Preferred

• Experience with Linux environments
• Previous Level 2 support experience
• Exposure to payment systems, cloud services, retail hardware, or store applications
• Experience supporting multilingual or international customers

Core Competencies

• Strong customer focus and ownership mentality
• Advanced analytical and investigative skills
• Ability to interpret logs, diagnostic data, and system outputs
• Comfortable learning new technologies and working across different product areas
• Professional and confident communication skills in English and Spanish
  Collaborative, team-oriented approach