Entry Level Technical Application Support - SQL / API Exposure | Temporary

Context of the position

As an Application Support Consultant, you’ll be the trusted expert who helps our clients get the most out of our products. You’ll dive deep into complex incidents, analyze their impact, and determine the right level of priority based on established protocols. When issues arise, you’ll investigate across applications, databases, and systems—sometimes even at the code level—to uncover root causes and drive solutions. You’ll take ownership of resolving incidents whenever possible, collaborating with specialized teams when needed, and ensuring a smooth handover with clear, actionable insights. Beyond technical troubleshooting, you’ll play a key role in communication. Whether by providing timely updates, documenting solutions, or leading calls with customers, you’ll make sure they feel supported and informed every step of the way.

This position offers the opportunity to work at the intersection of technology and customer experience, applying both problem‑solving skills and communication expertise to deliver lasting value.

Your Responsibilities

• Take ownership of support tickets for Nextlane products, applying best practices and product protocols to deliver effective solutions.
• Dive into complex queries, combining functional knowledge with code‑level insights to provide clear and accurate answers.
• Ensure customers receive timely support by meeting service‑level agreements and keeping cases on track.
• Manage your backlog efficiently, balancing priorities while maintaining high service quality.
• Drive results by meeting key performance standards in productivity, quality, and resolution rates.
• Resolve challenging incidents independently, while knowing when to escape to specialized teams for faster resolution.
• Keep customers informed at every stage, from progress updates to final resolution, building trust and confidence in the process.
• Document call and email activity thoroughly, ensuring clarity and continuity for the wider team.
• Identify, categorize, and report software bugs to development teams, helping to drive continuous product improvement.
• Spot high‑impact program errors, initiate the right processes for resolution, and make sure insights are shared with the team.
• Proactively flag recurring issues and contribute ideas for improvements or corrective actions.
• Share knowledge and best practices with teammates, working closely with trainers and support leaders to strengthen the overall service structure.
• Manage customer requests within internal tools, ensuring a smooth and professional process that respects all established procedures.

What We’re Looking For

• Experience: Prior experience in a similar position is a plus, but not required.
• Languages: Fluency in Spanish. Optional: spoken skills in English.
• Communication: Good communication skills for managing client expectations, providing clear explanations, and leading resolution calls when needed.
• Technical Skills: Nice to have: Understanding of software applications, troubleshooting systems and general knowledge on this technical toolkit. Core Web Development (LAMP: Linux, Apache, MySQL, PHP, with frontend interaction via HTML/CSS/JS). Backend Architecture & Logic: Code structure and architecture (OOP, MVC framework, ORM + Connectors). Integration & Data Handling: APIs (Postman, SoapUI), JSON/XML.
• Interpersonal Skills: Service‑minded. Ability to collaborate in a diverse and dynamic environment.

What We Offer

• Remote Work: Up to 3 days a week.
• Schedule: Afternoon shift from 12 to 20:30 pm (from Monday to Saturday), holidays / occasional Saturdays and holidays.
• Flexible remuneration: COBEE platform.
• Continuous learning: Access to our internal platform for continuous development.
• Teambuilding: Our afterworks and activities are memorable.

Diversity, Inclusion & Belonging

• Support for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.
• Equal opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.