Fabric has the vision of providing a unified ecosystem that drives the media and entertainment industry. We are a team based on humility, driven by vision, and motivated by fun. We value compassion, take action, and accept that making mistakes is also valid in achieving success, always learning from them.
Job Purpose:
The Technical Support Engineer will serve as the first line of defense in troubleshooting and resolving customer issues before escalating to the Engineering team. The ideal candidate for this role will have a strong technical foundation and a passion for helping customers navigate complex software systems.
Duties & Responsibilities:
1. Diagnoses, replicates, troubleshoots, and resolves technical issues across all of Fabric’s SaaS and software offerings across a variety of computer systems and softwares.
2. Collaborates with internal departments and customers.
3. Works collaboratively with Product teams to communicate customer pain points and escalates issues as appropriate to Engineering.
4. Maintain timely support via email, chat, and phone to customer tickets.
5. Guides customers through software installations, configurations, and integrations.
6. Defines and documents best practices and solutions in the internal company knowledge base.
Skills & Qualifications (Keep to 10 bullet points or fewer):
1. 4 year degree in Computer Science, or a related field, or equivalent experience working in a Technical Support or IT Support environment.
2. Excellent written and verbal communication in Spanish and English including the ability to translate technical concepts into clear, actionable solutions.
3. Demonstrable ability to diagnose software, database, and reporting issues.
4. Deep knowledge of Excel including advanced formulas, pivot tables, and data analysis.
5. Experience building and troubleshooting reports in SSRS or similar reporting tools.
6. Familiarity with APIs, SQL queries, cloud-based technologies, and scripting.
7. Experience using ticketing/helpdesk systems (e.g., Zendesk, ServiceNow, Freshdesk).
Preferred Qualifications:
1. Experience working with SaaS or Enterprise Software.
2. Experience working with RESTful APIs and web-based technologies.
3. Knowledge of ITIL best practices and incident management frameworks.
4. Familiarity with CRM platforms such as Salesforce or HubSport.
5. IT certifications (e.g. ITIL, HDI, CompTIA).
What We Offer:
1. Hybrid work model: 3 days in-person in Palermo, Buenos Aires, and 2 remote days per week.
2. Flexible working hours.
3. Access to Swiss Medical SMG30/Medife preferred health plan.
4. Discounts on courses/universities.
5. Discount coupons through Bonda/Cuponstar.
6. Employment schedule: Monday to Friday from 8 AM to 5 PM. Indefinite Term Contract.
Please send us your CV indicating your expected salary with the subject line REF: Technical Support Engineer to the following email: lpe@bb-media.com
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
* Market Research
#J-18808-Ljbffr