Customer Support Engineer

BlueConic; Ciudad de México; Presencial; MXN 223.200 - 334.800; Jornada completa

Descripción de la vacante

A leading technology firm is seeking a CS Engineer in Mexico City to join their Customer Support function. The role involves providing front-line technical support, collaborating to resolve customer issues, and improving support processes. Ideal candidates will have hands-on experience with customer data platforms and a background in front-end development. Strong interpersonal skills and a passion for problem-solving are essential.

Formación

• Hands-on experience with customer data platforms, digital analytics, and web-based data technologies.
• 4+ years front-end development experience (HTML, CSS, JavaScript).
• At least 2+ years in a similar customer support role.

Responsabilidades

• Listen to customers to understand their issues and provide empathetic problem-solving.
• Provide guidance for resolving technical issues and configuring BlueConic.
• Document and track customer issues in a ticketing system.

Conocimientos

Customer data platforms

Front-end development (HTML, CSS, JavaScript)

Excellent communication skills

Problem-solving

Team-player mentality

Descripción del empleo

Overview

At BlueConic, we’re reinventing how businesses grow by transforming customer data into real-time intelligence and action. As the creators of the industry’s first Customer Growth Engine (CGE), we help brands move beyond traditional CDPs to a smarter, faster model for growth—powered by AI, built for privacy, and designed to create meaningful value across the customer lifecycle. You will join our Customer Support function as a CS Engineer, sharing front-line support responsibilities while Customer Success Managers focus on onboarding and customer growth activities. In this role you will be a member of the Customer Support team, supporting CS reps with technical knowledge and helping with escalations. You will collaborate with teams to resolve customer issues and continually improve support processes.

Join us in shaping the future of customer engagement—where businesses don’t just collect data, but turn it into their next competitive advantage.

Responsibilities

• Actively listen to customers to understand their issues, bringing an empathetic approach to problem solving
• Provide step-by-step guidance for resolving technical issues
• Gather information needed to solve customer problems
• Offer troubleshooting and help with configuring BlueConic
• Educate customers on product features to minimize technical challenges
• Follow up to ensure issues are resolved; document and track issues in a ticketing system
• Stay current on BlueConic products
• Identify and manage support-related reports and optimize tool usage
• Support junior team members and serve as a point of escalation during ticketing
• Identify and escalate customer issues to the right stakeholders based on scope and severity
• Leverage AI-powered support tools to enhance resolution speed and improve the customer experience
• Collaborate on training and optimizing AI assistants by identifying gaps in automated responses and updating product knowledge

You Have

• Hands-on experience with customer data platforms, digital analytics, personalization, tag management, DMPs, or web-based data/marketing technologies
• 4+ years front-end development experience (HTML, CSS, JavaScript)
• At least 2+ years in a similar customer support role
• Excellent written and oral communication skills
• Proven ability to manage multiple tasks without falling behind
• Passion and enthusiasm for learning
• Team-player mentality

Nice to Have

• Computer Science or developer background
• Understanding of how APIs can be used to send and retrieve information
• Experience in the martech space and/or enterprise software
• Experience in a company with US and global operations

About BlueConic

BlueConic is the leading Customer Growth Engine, helping brands unlock the full value of their customer data. By combining AI-powered intelligence with real-time activation, BlueConic enables businesses to drive growth, increase retention, and optimize revenue. More than 500 brands use BlueConic to create meaningful relationships and drive long-term business impact.

Seniority level

• Not Applicable

Employment type

• Full-time

Location

• Mexico City Metropolitan Area