Bilingual Technical Support Engineer — Mexico City

Gigamon; Ciudad de México; Hybrid; MXN 260,000 - 420,000; Full time

Job summary

Gigamon is seeking a Technical Support Engineer in Mexico City to provide world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues while maintaining high customer satisfaction.

The role requires a friendly communicator with knowledge of TCP/IP networking, English and Spanish fluency, and the ability to handle escalations and complex problems. On-site collaboration and rotating shifts are expected.

Qualifications

• Bachelor's degree in Computer Science or related technical discipline.
• 0-2 years of technical support experience in networking or security.
• Hands-on experience with L2/L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS.

Responsibilities

• Deliver a top-tier user support experience using Salesforce service cloud software.
• Interact with customers/partners using case management system, phone, email, and/or screen sessions.
• Provide accurate and creative technical solutions to user-reported problems.
• Document issues, steps to solve, follow-ups, escalations, and resolutions in the case system.
• Create and update knowledge base articles.
• Apply advanced troubleshooting techniques to isolate, replicate, and create workarounds.
• Report defects to Engineering after lab reps, per escalation standards.
• Drive process improvements within the Support organization.
• Participate in periodic weekend shifts and 24x7 on-call coverage for Elite customers.
• Manage customer escalations to completion and keep stakeholders informed.
• Coordinate with other teams to convey customer concerns and requirements.

Skills

Bilingual EN/ES

TCP/IP Networking

Customer Support

Education

Bachelor's degree in CS/related

Tools

Salesforce Service Cloud

Job description

Gigamon is seeking a Technical Support Engineer in Mexico City to provide world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues while maintaining high customer satisfaction.

The role requires a friendly communicator with knowledge of TCP/IP networking, English and Spanish fluency, and the ability to handle escalations and complex problems. On-site collaboration and rotating shifts are expected.