Analista de Soporte Técnico Avanzado

Placements24; Tuxtla Gutiérrez; Presencial; MXN 300.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Certifications & training

Career growth

Cutting-edge technology

Descripción de la vacante

Placements24 is seeking an Advanced Technical Support Analyst for our client in Tuxtla Gutiérrez, Chiapas. The role focuses on delivering in-depth technical assistance, diagnosing complex issues, and ensuring smooth operation of software solutions.

You will work with engineering teams, escalate when needed, and stay updated on product updates and industry trends. Strong Spanish communication and enterprise software experience are required.

Formación

• Bachelor's degree in Computer Science, IT, or related field.
• 3–5 years of technical support or similar role, preferably enterprise software.
• Strong knowledge of Windows and Linux, networking, and databases.
• Proficiency in scripting (Python, Bash) is a plus.
• Fluent Spanish with solid communication skills.

Responsabilidades

• Provide advanced technical support for software products via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex issues; analyze logs and performance data to find root causes.
• Document solutions; create knowledge base articles for clients and staff.
• Collaborate with engineering/product teams to report bugs and suggest improvements.
• Escalate critical issues to senior engineers or development teams as needed.
• Prioritize tickets by urgency/impact; conduct training sessions for clients on features.

Conocimientos

Windows/Linux

Networking

Databases

Python

Bash

Analytical skills

Spanish (oral & written)

Remote support tools

Ticketing systems (Jira, Zendesk)

Educación

Bachelor’s degree in Computer Science/IT

Herramientas

Jira

Zendesk

Descripción del empleo

About the Role

Our client, a prominent player in the software industry, is seeking a highly skilled Advanced Technical Support Analyst for their operations in Tuxtla Gutiérrez, Chiapas . This role is pivotal in providing in-depth technical assistance to our clients, resolving complex issues, and ensuring the smooth operation of our software solutions. We are looking for an individual with a strong technical aptitude, excellent problem-solving skills, and a commitment to delivering exceptional support. If you thrive on tackling intricate technical challenges and have a passion for helping users maximize their technological potential, this position offers a significant opportunity for growth and impact. You will be instrumental in maintaining client satisfaction and loyalty.

Key Responsibilities

Provide advanced technical support for our software products via phone, email, and remote sessions. Diagnose, troubleshoot, and resolve complex technical issues reported by clients. Analyze system logs, error messages, and performance data to identify root causes. Document technical solutions and create knowledge base articles for clients and support staff. Collaborate with engineering and product teams to report bugs and suggest product improvements. Escalate critical issues to senior support engineers or development teams as needed. Manage and prioritize support tickets based on urgency and impact. Conduct technical training sessions for clients on product features and best practices. Stay up-to-date with product updates, new features, and industry trends. Contribute to the continuous improvement of support processes and tools.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related technical field. Minimum of 3-5 years of experience in technical support or a similar role, preferably with enterprise software. In-depth knowledge of operating systems (Windows, Linux), networking protocols, and databases. Proficiency in scripting languages (e.g., Python, Bash) is a strong asset. Excellent analytical and problem-solving skills. Strong written and verbal communication skills in Spanish. Ability to explain complex technical concepts clearly to non-technical users. Experience with remote support tools and ticketing systems (e.g., Jira, Zendesk). Must be able to work effectively in a team environment and independently. Residency in or near Tuxtla Gutiérrez, Chiapas.

Benefits

Our client offers a competitive salary commensurate with experience, comprehensive health benefits, opportunities for professional certifications and training, a dynamic and collaborative work environment, and the chance to work with cutting-edge technology. We value continuous learning and provide pathways for career advancement within our organization. This role in Tuxtla Gutiérrez is an excellent opportunity to grow your technical expertise and make a significant impact.