Technical Support Engineer

Description

Job Summary: We are seeking a Technical Support Engineer to define the support experience by resolving user issues and escalating complex technical failures. Key Highlights: 1. Direct impact on product updates and prioritization 2. Access to continuous learning and technical training 3. Working with modern software tools and environments About the Role: Concepción is growing as a technology hub, and at Kalya Garage Tech, we apply that same momentum to automotive software. We build robust systems that keep service centers running smoothly. We believe workshop management software doesn’t have to be clunky or complicated. We’re looking for a Technical Support Engineer who can take ownership of our user issues and resolution workflows. You’re not just reading a script—you’re defining the technical support experience. You’ll serve as the bridge between frustrated users and our engineering teams, translating complex technical failures into clear, practical solutions. You are the customer’s strongest advocate in a room full of developers and stakeholders. Why Join Us? The Environment: Our team operates flexibly right here in the Biobío Region. We value a workspace that inspires efficiency—whether collaborating remotely or connecting at our modern facilities. Technical Impact: We don’t need convincing that support matters—we already know it. Your insights directly shape product updates and feature prioritization from day one. Modern Stack: We use up-to-date ticketing systems, diagnostic tools, and software environments, so you’ll always have the right tools for the job. Growth: You’ll have access to continuous learning opportunities and technical training to keep your problem-solving skills sharp. Key Responsibilities: Incident Resolution: Efficiently resolve incoming software, hardware, and network support tickets via chat, email, and phone. Diagnosis and Escalation: Identify root causes of complex technical failures, document troubleshooting steps, and escalate Level 2 and Level 3 issues to engineering teams when required. Customer Guidance: Guide customers through software configuration, updates, and best practices to ensure a seamless user experience. Knowledge Base Maintenance: Create, update, and maintain clear internal documentation, FAQs, and troubleshooting guides. Quality Assurance: Collaborate with product and quality assurance teams to report recurring bugs and contribute to system improvements. What We’re Looking For: Experience: 1+ years in technical support, help desk, IT service management, or a related client-facing technical role. Technical Skills: Strong proficiency in troubleshooting Windows/Linux operating systems, network connectivity, and modern software applications. Problem-Solving Mindset: You’re analytical and pragmatic. You know how to methodically isolate an issue and guide a stressed user toward a calm resolution. Communication Skills: Exceptional communication and interpersonal skills in Spanish (English fluency is a strong plus) for clear customer interactions. Mindset: You’re patient, empathetic, and customer-focused. You balance technical precision with a friendly, supportive approach. Salary: $900\.000 \- $1\.400\.000 per month Work Location: Hybrid in Concepción, Biobío