Bilingual Network Support Engineer | 24/7 On-Call

Gigamon; Ciudad de México; Hybrid; MXN 180,000 - 360,000; Full time

Job summary

Gigamon is seeking a Technical Support Engineer to deliver world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues and improve customer experience.

Responsibilities include troubleshooting using case management tools, documenting steps, and contributing to knowledge base articles. The role requires strong English and Spanish communication skills and a willingness to participate in weekend and on-call coverage.

Qualifications

• Experience with L2/L3 technologies including Ethernet, TCP/IP, routing protocols, switching, QoS.
• Targeting candidates with 0–2 years of technical support in networking or security.
• Bachelor’s degree or equal professional technical experience.

Responsibilities

• Deliver top-tier support using case management system and channels (phone, email, screen share).
• Provide accurate technical solutions and document issue details and resolutions.
• Create and update knowledge base articles for self-service support.
• Perform advanced troubleshooting to isolate, replicate, and workaround issues.
• Collaborate with Engineering on defects and process improvements.
• Support weekend shifts and 24x7 on-call coverage for Elite customers.

Skills

Networking fundamentals

L2/L3 troubleshooting

Customer support

English & Spanish bilingual

Problem-solving

Education

Bachelor’s degree in Computer Science/related field

Job description

Gigamon is seeking a Technical Support Engineer to deliver world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues and improve customer experience.

Responsibilities include troubleshooting using case management tools, documenting steps, and contributing to knowledge base articles. The role requires strong English and Spanish communication skills and a willingness to participate in weekend and on-call coverage.