Networking & Security Technical Support Engineer

Gigamon

Mexico

On-site

MXN 240,000 - 300,000

Full time

14 days+

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Job summary

Gigamon seeks 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.

The role requires bilingual English and Spanish, strong TCP/IP knowledge, and 0–2 years in technical support, preferably in networking or security. You will participate in weekend shifts and on-call support to assist Elite customers, while living

Qualifications

Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
Targeting candidates with ~0-2 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.

Responsibilities

Provide world-class support to Gigamon customers and partners using case management tools, phone, email, and screen shares.
Deliver top-tier user support experience via Salesforce Service Cloud and maintain case documentation.
Be the primary contact for technical solutions and document all steps, escalations, and resolutions.
Create and update knowledge base articles to assist customers and internal teams.
Perform advanced troubleshooting to isolate, replicate, and workaround complex issues.
Escalate defects to Engineering after lab replication and participate in process improvements.