Senior L2 Support Engineer - Technical Escalations

Adecco; Naucalpan de Juárez; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Adecco is seeking a Senior Support Engineer L2 to join our global support team. You will serve as escalation point, troubleshoot complex issues, analyze logs, and coordinate with Engineering, Product, and Support to drive permanent fixes.

The role emphasizes collaboration, customer communication, and continuous learning in a fast-paced environment, with opportunities to shape support processes and contribute to automation and knowledge management.

Formación

• 3+ years of experience in technical support, application support, service desk, IT support, or related environments.
• Strong troubleshooting and root-cause analysis skills.
• Experience managing escalated customer issues from diagnosis through resolution.

Responsabilidades

• Serve as a Level 2 technical escalation point for customer support issues.
• Troubleshoot, diagnose, and resolve complex technical incidents.
• Analyze logs, system behaviors, application performance, and product functionality.
• Work closely with Level 1 teams to provide guidance and technical coaching.
• Collaborate with Engineering and Product teams to identify root causes and drive permanent solutions.
• Manage customer communications throughout the incident lifecycle.
• Document troubleshooting procedures, resolutions, and knowledge articles.
• Support continuous improvement initiatives that enhance efficiency and customer satisfaction.
• Contribute to automation, process optimization, and knowledge management efforts.

Conocimientos

Troubleshooting

Root-cause analysis

Customer communication

Bilingual English/Spanish

Incident management

Herramientas

ServiceNow

Jira Service Management

Zendesk

Descripción del empleo

Adecco is seeking a Senior Support Engineer L2 to join our global support team. You will serve as escalation point, troubleshoot complex issues, analyze logs, and coordinate with Engineering, Product, and Support to drive permanent fixes.

The role emphasizes collaboration, customer communication, and continuous learning in a fast-paced environment, with opportunities to shape support processes and contribute to automation and knowledge management.