Bilingual Support Technician I – Temporary Contract

About the role

We are looking for a self‑motivated Bilingual Support Technician I to join our Technical Support Team on a three‑month contract. The role is fully remote for candidates located in LATAM, working the 7:00 AM‑3:30 PM EST shift and providing first‑line assistance to our global customers.

Key responsibilities

• Act as the first point of contact via email, chat and phone for English‑speaking customers and customers speaking either Spanish or Portuguese.
• Troubleshoot and resolve technical issues related to Seagull on‑premise and SaaS software, printer drivers and third‑party applications.
• Escalate complex cases to higher‑level support tiers when necessary.
• Research product capabilities and answer questions from resellers and end users.
• Document ticket details, contribute to the internal Knowledge Base and suggest product improvements.
• Collaborate with Engineering, IT, QA and Sales teams on special projects.

Required profile

• Strong computer aptitude and a passion for delivering excellent customer service.
• Fluent in English and either Spanish or Portuguese.
• Team‑player who values fairness and quality in interactions.
• Available to work the specified EST shift and occasional on‑call weekend duties.

Required skills

• Experience with SaaS and on‑premise enterprise software.
• Knowledge of printer drivers and related hardware.
• Familiarity with third‑party application integration.