Customer Support Engineer (Ingeniero/a deSoporte al Cliente)

DE-CIX; Santiago de Querétaro; Remote; MXN 230,000 - 420,000; Full time

Job summary

DE-CIX is seeking a remote Customer Support Engineer (Ingeniero/a de Soporte al Cliente) for our Querétaro region. You will handle advanced technical inquiries from national and international customers via email and phone, focusing on troubleshooting and problem resolution.

You will process new connections/upgrades, support the VP of Global Customer Service, and contribute to a 24/7 on-call rotation while collaborating with international colleagues in a dynamic environment.

Qualifications

• Experience in technical customer support, preferably in telecom.
• Strong understanding of Internet technologies (TCP/IP, BGP).
• Basic Linux skills and willingness to develop further.

Responsibilities

• Provide advanced technical customer support to national and international customers via email and phone.
• Process new customer connections and upgrades; troubleshoot and resolve issues.
• Support the VP of Global Customer Service in operational, strategic, and administrative tasks.

Skills

TCP/IP

BGP

Linux basics

Spanish-English bilingual

Customer communication

24/7 on-call readiness

Education

Degree in IT

Vocational IT networks training

Tools

Ticketing systems

Job description

DE-CIX is the world's leading operator of Internet, AI and Cloud Exchanges (IXs). At our 60 locations across Europe, Africa, North and South America, the Middle East, and Asia, we work at the heart of the Internet.

In Mexico, DE-CIX operates IXs in Mexico City and Querétaro, connecting customers with local, regional, and international networks within the world's largest interconnection ecosystem.

Since 1995, our services have helped create digital ecosystems worldwide and enable the seamless, fast, and secure exchange of data between people, businesses, and organizations. More than 250 colleagues from over 35 nations are part of the DE-CIX success story.

For more information, please visit www.de-cix.net.

For our Mecican location (Querétaro), we are looking for a highy motivated

Customer Support Engineer (Ingeniero/a de Soporte al Cliente)

Our Offer

• Advanced technical customer support, responding to enquiries from national and international customers via email and telephone as part of the Customer Service Team.
• Process new customer connections and upgrades, with a key focus on troubleshooting and problem resolution.
• Support the VP of Global Customer Service in operational, strategic, and administrative tasks.
• A permanent position within the global market leader in its sector, characterised by short decision‑making processes.
• Collaborate within an appreciative corporate culture with a team of like‑minded experts.
• Engage with innovative and international colleagues in a dynamic environment.
• The position is remote, but it would be an advntage if the candidate resides within commuting distance of Querétaro or Mexico City.

This is important to us

• Professional experience in Customer Service or Technical Support, ideally within the telecommunications industry.
• Strong understanding of Internet technologies, especially TCP/IP, BGP, and other network protocols; basic Linux skills with the willingness to develop further.
• Knowledge of data centres and their operational procedures is an advantage.
• Several years of industry experience combined with excellent verbal and written communication skills.
• Degree in IT, completed vocational training as an IT specialist (focus on networks), or equivalent professional experience.
• Experience working with ticketing systems.
• Fluency in both Spanish and English is essential.
• Hands‑on mindset, willingness to work in shifts, and readiness to participate in a 24/7 on‑call rotation. (Additional compensation)
• Willingness to act as remote hands support in the Data Centres in Mexico City and/or Queretaro when needed.

What Matters Most To Us

Beyond your formal qualifications, we value your enthusiasm for delivering outstanding customer service and your strong knowledge of network engineering. Your passion, reliability, and willingness to learn are just as important as your technical expertise.

Contact

If you enjoy working with partners, building ecosystems, organizing impactful events and driving marketing programs in an international environment - and prefer collaborating across functions instead of managing a team - we look forward to receiving your application, including your salary expectations.

Your contact person for questions is Nathalie Langley.

DE-CIX takes the protection of your personal data very seriously and strictly adheres to the rules of data protection laws. For more information, please see our data protection declaration.