Bilingual Tech Support Engineer – Networking & Security

Jobtailor; Ciudad de México; Presencial; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

Jobtailor in Mexico City is seeking a technical support specialist to deliver top-tier assistance using Salesforce Service Cloud. You will resolve cases, communicate across calls and emails, and contribute to knowledge bases, while coordinating with engineering for escalations and fixes.

You will handle L2/L3 networking issues, document steps, and participate in weekend and on-call rotations to ensure 24/7 coverage for critical incidents.

Formación

• Bachelor’s degree in Computer Science or related technical discipline.
• ],

Responsabilidades

• Deliver top-tier user support via Salesforce Service Cloud
• Interact with customers and partners through case management, phone, email, and screen sharing
• Provide accurate, creative technical solutions to reported problems
• Document issues, steps, follow-ups, escalations, and resolutions
• Create and contribute to knowledge-base articles
• Apply advanced troubleshooting across multiple products including debugging and replication
• Escalate defects to Engineering per standards
• Collaborate on process improvements and initiatives
• Participate in weekend shifts and 24/7 on-call escalation coverage
• Drive customer escalations to resolution and inform stakeholders
• Communicate customer concerns to other teams
• Analyze and report customer satisfaction to improve experience

Conocimientos

Problem Solving

Multitasking

Organizational Skills

Prioritization

Communication

English and Spanish fluency

Educación

CCNA

CCNP

Herramientas

Salesforce Service Cloud

L2/L3 Networking Tech

TCP/IP

OSI Model

Networking Protocols

QoS

Case Management

Descripción del empleo

Jobtailor in Mexico City is seeking a technical support specialist to deliver top-tier assistance using Salesforce Service Cloud. You will resolve cases, communicate across calls and emails, and contribute to knowledge bases, while coordinating with engineering for escalations and fixes.

You will handle L2/L3 networking issues, document steps, and participate in weekend and on-call rotations to ensure 24/7 coverage for critical incidents.