Senior Enterprise Tech Support Engineer - Cloud/Directory

United States Digital Space LLC; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC in Mexico City is seeking a seasoned Technical Support Engineer to help enterprise customers implement and optimize cloud-based directory and identity solutions. You will work with on-premise or hosted user stores, balancing technical depth with a customer-first mindset.

You will own end-to-end issues, guide customers through integration, coordinate with Engineering to document bugs, and contribute to a knowledge base.

Formación

• 5+ years in customer-facing tech support or system administration.
• Degree in CS/MIS or related field, or equivalent exp.
• Familiar with cloud directories and on-premise integrations.
• Strong communication and problem-solving skills.
• Experience with enterprise customers preferred.

Responsabilidades

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Provide guidance to help customers integrate, deploy, and maintain the company's suite of products.
• Serve as a point of contact on customer matters and ensure timely resolution.
• Collect information and document bugs with Engineering for product issues.
• Act as a subject matter expert within support for the product suite.
• Contribute to and maintain knowledge base and promote collaboration.
• Stay up to date on emerging technologies and best practices around directory solutions.
• Push creative thinking to improve processes and delight customers.
• Be a customer advocate for timely resolution and understand environment impact.

Conocimientos

Customer support

Networking basics

REST APIs

PowerShell/Bash

Documentation

Educación

BA/BS in CS or related

Herramientas

HAR/Fiddler

Wireshark

SIEM

Salesforce/Jira/ServiceNow

Descripción del empleo

United States Digital Space LLC in Mexico City is seeking a seasoned Technical Support Engineer to help enterprise customers implement and optimize cloud-based directory and identity solutions. You will work with on-premise or hosted user stores, balancing technical depth with a customer-first mindset.

You will own end-to-end issues, guide customers through integration, coordinate with Engineering to document bugs, and contribute to a knowledge base.