Networking & Security Support Engineer

Gigamon; Ciudad de México; Híbrido; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Gigamon is seeking a Technical Support Engineer to provide world-class support to customers and partners in a fast-paced environment. You will collaborate with Engineering, Sales, and Customer Success to resolve product issues and report on customer satisfaction for continuous improvement.

The role requires strong English and Spanish communication, solid TCP/IP networking knowledge, and willingness to participate in weekend shifts and on-call coverage for Elite customers.

Formación

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

Responsabilidades

• Deliver top-tier support using Salesforce Service Cloud and case management.
• Be the main customer contact for accurate technical solutions to reported problems.
• Document issues, steps taken, follow-ups, escalations, and resolutions in the system.
• Create knowledge base articles to aid future support.
• Apply advanced troubleshooting to isolate, replicate, and workaround critical problems.

Conocimientos

L2/L3 networking concepts

Ethernet

TCP/IP

Routing protocols

Switching tech

QoS

Customer support

Educación

Bachelor’s degree in Computer Science or related field

Herramientas

Salesforce Service Cloud

Descripción del empleo

Gigamon is seeking a Technical Support Engineer to provide world-class support to customers and partners in a fast-paced environment. You will collaborate with Engineering, Sales, and Customer Success to resolve product issues and report on customer satisfaction for continuous improvement.

The role requires strong English and Spanish communication, solid TCP/IP networking knowledge, and willingness to participate in weekend shifts and on-call coverage for Elite customers.