Junior Technical Support Engineer

Gigamon; Ciudad de México; On-site; MXN 300,000 - 420,000; Full time

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.

Skills

English-Spanish bilingual

L2/L3 networking troubleshooting

Customer support mindset

Analytical problem solving

Education

Bachelor’s degree in Computer Science or related field

CCNA/HCNA certification

Tools

Networking protocols (Ethernet, TCP/IP)

Case management systems (Salesforce Service Cloud)

Job description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

We are seeking a Technical Support Engineer to provide world-class support to Gigamon customers and partners. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction. You will get the opportunity to work with Engineering, Sales, and Customer Success to resolve Gigamon products issues. The position also requires you to analyze and report on customer satisfaction with products, services, and processes, for ongoing improvement of customer experience. You won’t be in this alone. We are a team that helps each other and likes to have fun too.

What you’ll do:

• Deliver a top-tier user support experience using SalesForce service cloud software.
• Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.
• Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.
• Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
• Create and add to knowledge base articles in our knowledge base.
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.
• Report defects to Engineering after lab replications, meeting the Escalation standards.
• Work collaboratively within the Support organization in driving Support process improvements and initiatives.
• Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers outside of regular work hours.
• Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
• Work with other organizations to convey customer concerns and requirements.

What you’ve done:

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

Who you are:

• Advanced or Fluent in English and Spanish (verbal and written)
• Solid knowledge of TCP/IP and OSI networking model
• Excellent problem solving and multitasking skills with the ability to organize and prioritize
• Fun to work with – for our customers and your team
• Must live within 50 miles of Mexico City
• Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, e.g. CCNA/CCNP etc.

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.

We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at [phone].

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. These tools are designed to assess job-related qualifications only and do not make final hiring decisions; human reviewers remain involved in the process. Further, Gigamon uses Jobvite, developed by Employ, to screen and evaluate all Gigamon applicant resumes. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. For questions, contact [e-mail]. You have the right to request reasonable accommodation; to do so, please send a message to [e-mail].