Bilingual Technical Support Engineer - Networking

Gigamon

Ciudad de México

On-site

MXN 300,000 - 420,000

Full time

6 days ago

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Job summary

Gigamon is seeking a Technical Support Engineer to provide world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues, document resolutions, and contribute to knowledge base articles.

You will handle escalations, participate in weekend shifts and on-call coverage, and strive to improve the customer experience across multiple Gigamon products. You must be close to Mexico City and fluent in English and Spanish.

Qualifications

Bachelor’s degree in Computer Science, Computer Technology, or related technical discipline.
Targeting candidates with up to 2 years of Technical support experience in networking or security.
Hands-on experience with L2/L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching, QoS.
CCNA or HCNA certification.

Responsibilities

Deliver a top-tier user support experience using Salesforce Service Cloud.
Interact with customers/partners via case management system, phone, email, and screen sessions.
Provide accurate technical solutions to user-reported problems and document resolutions.
Create and update knowledge base articles with troubleshooting steps.
Apply advanced troubleshooting to isolate, replicate, and create workarounds for high customer satisfaction.
Report defects to Engineering after lab replication and follow escalation standards.
Participate in ongoing support process improvements and initiatives.
Support weekend shifts and rotational 24/7 on-call coverage for Elite customers.
Manage escalations to completion and keep stakeholders informed.
Collaborate with other teams to convey customer concerns and requirements.