Application Support Developer

Buscojobs México; Jalisco; Presencial; MXN 50,000 - 70,000; Jornada completa

Descripción de la vacante

A leading GPS tracking provider is seeking a Technical Support Manager in Mexico to lead and mentor a support team while ensuring high service quality in resolving customer issues. Strong technical troubleshooting skills, CRM experience, and leadership are key requirements for this role. Join a collaborative team passionate about customer success.

Formación

• 3+ years in a technical support role, ideally within the GPS tracking or SaaS industry.
• Experience configuring GPS devices and working with CRMs and ticketing systems.
• Proven leadership ability, with experience mentoring or leading a small support team.

Responsabilidades

• Lead the day-to-day activities of the Support team.
• Actively participate in resolving support tickets, especially technical and escalated issues.
• Ensure ticket resolution meets SLAs.

Conocimientos

Technical troubleshooting

Customer focus

Leadership

Educación

Bachelor's degree in Electronics, IT, or Computer Engineering

Herramientas

GPS devices

CRMs

Ticketing systems

Descripción del empleo

Overview

PosiTrace is looking for a hands-on, technically skilled, and customer-focused Technical Support Manager to join our growing team in Mexico. This role is ideal for someone with a strong support background who can balance technical troubleshooting with team leadership. You will be working closely with GPS devices, support systems (CRMs, ticketing tools), and performance metrics, while guiding the support team toward excellent service delivery.

As a Support Team Lead, you'll be involved in the day-to-day handling of customer issues, while mentoring your teammates and ensuring SLAs are met. Your leadership will be essential in helping the team maintain high service standards and improve operational processes.

Who You Are

You are a support professional who:

• Has deep hands-on experience in technical support, particularly within SaaS or GPS-based solutions.
• Understands how to configure GPS devices, work with CRMs, troubleshoot connectivity issues, and manage ticket workflows.
• Is comfortable leading by example, resolving issues alongside the team while providing mentorship and structure.
• Brings a proactive and customer-first mindset, with the ability to handle multiple priorities in a fast-paced environment.
• Has a strong sense of ownership and strives for continuous improvement in both team performance and customer satisfaction.

Key Responsibilities

• Lead the day-to-day activities of the Support team.
• Actively participate in resolving support tickets, especially technical and escalated issues.
• Ensure ticket resolution meets SLAs, and identify patterns that can be addressed proactively.
• Assist in configuring and troubleshooting GPS devices, working with hardware and software components.
• Use CRM and ticketing systems to monitor workflows, track KPIs, and generate reports.
• Support and coach team members to grow their technical and customer service capabilities.
• Collaborate with internal teams, including Development and Product, to escalate and resolve complex issues.
• Contribute to the optimization of support processes and documentation.

Skills and Qualifications

• Bachelor's degree in Electronics, IT, Computer Engineering, or a related field (or equivalent experience).
• Fluent English with excellent verbal and written communication skills.
• 3+ years in a technical support role, ideally within the GPS tracking or SaaS industry.
• Experience configuring GPS devices and working with CRMs and ticketing systems.
• Basic knowledge of networking, device connectivity, and troubleshooting.
• Proven leadership ability, with experience mentoring or leading a small support team.
• Strong problem-solving skills and a structured approach to incident handling.
• Data-driven mindset with an eye for improving team performance and support quality.

Why Join PosiTrace?

At PosiTrace, we’re more than just a GPS tracking provider — we’re a team passionate about helping customers succeed. You'll join a collaborative and technically savvy group where your hands-on skills and leadership will directly impact our growth and service quality. If you’re excited about solving real-world problems and growing your career in a supportive environment, we’d love to meet you.