Application Support Consultant

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 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 to walk them through resolutions, 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 : As a key member of the team, you will be responsible for : 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 escalate 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, along with strong written and spoken skills in English Communication : Strong communication skills for managing client expectations, providing clear explanations, and leading resolution calls when needed.

Technical Skills : Solid 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.

PHP , HTML, CSS, JavaScript, MySQL Backend Architecture & Logic : code structure and architecture : POO (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.

Profile Summary Core Strength : Strong backend fundamentals with PHP and MySQL.

Tech Savvy : Comfortable using API testing tools (Postman, SoapUI) and familiar with MVC frameworks and OOP.

Versatility : Basic frontend understanding (HTML / CSS / JavaScript) to assist with full-stack troubleshooting.