Summary: Join Nextlane as an SL2 Technical Agent to analyze and resolve complex incidents, ensuring compliance with SLAs and contributing to the future of the automotive industry. Highlights: 1. Innovate and push boundaries in the automotive world 2. Collaborate with a global team in a growth-oriented culture 3. Opportunity to learn, grow, and make a global impact **About Us** At **Nextlane**, we don’t just develop software solutions – we **create the future** of the automotive industry. We are a company that combines **advanced technology** with a clear vision: **simplifying and digitizing** every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market. We believe in the value of every team member, offering opportunities for you to **develop** and contribute to meaningful solutions. So… What does it mean to be a \#Nextlaner? * Be part of a **growth\-oriented culture**. * Collaborate with **colleagues from all over the world.** * Believe in **the Power of ideas** and the **diversity of thought**. * Be committed to provide an environment where you can **learn, grow, and collaborate** on projects that make a global impact. Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company. At Nextlane, you’ll have the opportunity to **innovate**, **push boundaries**, and **work on solutions that are transforming** the automotive world. **Context of the position:** The **SL2 technical agent** performs in‑depth analysis of incidents reported by users of our product, evaluates the impact level and priority according to established protocols, and provides answers to complex questions that require review of functional specifications or application code. They analyze incidents in databases and systems, escalating to third level support when necessary or performing the required actions to resolve them whenever possible. They inform customers of incident resolution and, when needed, organize calls to explain the solution. They involve relevant departments when the situation requires it, preparing a briefing of the analysis and proposing possible solutions whenever feasible. **Your Responsibilities:** As a key member of the team, you will be responsible for: * Manage tickets for the assigned Nextlane products, following the applicable protocols for each product. * Analyze complex inquiries and provide answers based on functional specifications and code. * Ensure compliance with SLAs. * Manage the backlog appropriately. * Meet productivity, reopening, and quality parameters required for the service. * Handle the resolution of incidents that the agent is able to solve based on their complexity. * Escalate incidents properly when the customer's inquiry exceeds the knowledge level or technical scope of the support level. * Provide feedback on case progress and deliver final resolution and/or follow‑up on actions. * Record all activity related to calls and emails. * Accurately qualify errors and report them to development teams for correction. * Participate in or organize meetings with the Brand to address complex questions. * Assist in detecting high‑impact program errors for users and use the necessary mechanisms to solve them, informing the management structure accordingly. * Report recurrent issues to the management structure and propose improvements and/or corrective actions whenever possible. * Share relevant information with the rest of the team in collaboration with the trainer and management. * Follow customer requests and manage them in the internal tool used, respecting established procedures. **What We're Looking For:** * **Experience:** Ane previous experience in a similar role is necessary. Experience in support is necessary. * **Languages:** Native in Spanish and fluent in English (C1 level) * **Communication:** Strong communication skills, both verbal and written. * **Technical Skills:** * Databases (MySQL) * PHP * HTML * APIs (Postman / SoapUI) * JavaScript * CSS * OOP (Object‑Oriented Programming) * Use of MVC frameworks (Model, View, Controller) * ORM and database connectors in PHP * Other languages: XML, JSON * **Interpersonal Skills:** Ability to collaborate in a diverse and dynamic environment. **Our Recruitment Process:** * **30\-minute introductory call** with our Talent Acquisition Specialist. * A technical test * A final interview with the hiring manager **What We Offer:** We understand that **flexibility and trust** are essential for our teams. Here are some of the benefits we offer: * **Remote Work:** Up to 3 days a week! * **Flexible Remuneration:** COBEE platform. * **Continuous Learning:** Access to our internal platform for continuous development. * **Teambuilding:** Our afterworks and activities are memorable! **Diversity, Inclusion \& Belonging** At Nextlane, we are committed to creating a space where **everyone feels valued and respected**. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation. * **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. Join **Nextlane** and become part of the technological revolution in the automotive industry. Discover why we are a great place to develop your talent!