Product Support Engineer

Luxoft; Región Centro; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A technology solutions company in Jalisco seeks a Product Support Engineer to provide exceptional technical support. The ideal candidate will have solid data networks fundamentals, scripting abilities, and strong customer orientation. Responsibilities include responding to service requests, replicating customer scenarios, and maintaining thorough records of customer issues. Proficiency in both Spanish and English is essential. Join a dynamic team dedicated to enhancing client experiences through superior support.

Formación

• Solid understanding of network equipment and protocols.
• Ability to perform basic tasks using scripting or programming languages.
• Proven troubleshooting skills and customer-oriented mindset.

Responsabilidades

• Represent the client's brand by providing technical support.
• Respond to Service Requests via phone and email, ensuring proper follow-up.
• Internally replicate customer scenarios using routers and switches.
• Communicate bugs and ensure fixes are tested and conveyed to customers.
• Maintain records of customer issues using CRM tools.

Conocimientos

Solid Data Networks fundamentals

Scripting fundamentals

Troubleshooting abilities

Customer orientation

Fluent in Spanish

Fluent in English

Educación

Bachelor's degree in engineering or computer science

Herramientas

SalesForce

Spirent Communications test equipment

Descripción del empleo

Project description

We are a team of Product Support Engineers for a high‑end hardware‑based testing solution. Our customers include service providers, network equipment manufacturers and enterprises who use it to test, measure and validate their network designs and devices. With the help of our products, our clients can deploy services and release equipment with confidence to the market. We support a broad array of network emulated protocols and an API that enables automating repetitive tasks, such as hardware regression testing. Our platform can emulate complex network topologies and traffic conditions, thus, quickly identifying problem areas with intelligent and relevant results. Our testing solution operates at layers 2 and 3 of the OSI model and it consists of a test GUI and API, both running over specialized hardware.

Responsibilities

• As member of our Support Services team you would represent our client's brand by providing customers and end users with great technical support by the proper handling of support cases. These cases involve the following activities.
• Respond incoming Service Requests from external customers, and our Sales Engineers and Sales teams via telephone and email and moving them forward until their proper termination.
• Internally replicate customer scenarios by the use of routers, switches and other network equipment.
• Communicate with other teams regarding bugs and follows-up to make sure fixes are received, tested and conveyed to the customer.
• Complete and maintain records of customer issues and product defects using CRM tools like SalesForce.
• Occasionally attend on-site training and support for the customers.

Skills

Must have

• Solid Data Networks fundamentals including network equipment and protocols.
• Solid scripting fundamentals. Ability to perform basic tasks with a scripting or programming language.
• Troubleshooting abilities.
• Customer orientation.
• Ability to communicate fluently in Spanish and English in verbal and written form.
• Bachelor's degree in related engineering or computer science areas or equivalent years of experience.

Nice to have

• Formal training and certification in networking concepts such as Cisco or Spirent certification.
• Experience using Spirent Communications test equipment.