Senior Support L2

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

Senior Support Engineer L2 Solve Complex Technical Challenges. Make a Real Customer Impact.

Are you passionate about troubleshooting complex technical issues, working directly with customers, and becoming a trusted technical expert? We're looking for a Senior Support Engineer L2 to join our growing support organization and serve as a key escalation point for critical customer issues. In this role, you'll work alongside global teams, investigate complex technical problems, drive issue resolution, and help deliver an exceptional support experience to customers around the world. This is an excellent opportunity for a technically skilled professional who enjoys problem-solving, collaborating across teams, and continuously expanding their technical expertise in a fast-paced environment.

Why Join Us?

Work on complex technical challenges that directly impact customers. Exposure to global teams, products, and enterprise environments. Opportunity to collaborate with Engineering, Product, and Support leadership. Continuous learning and career growth opportunities. High-visibility role with meaningful customer interaction. Innovative environment leveraging automation, AI, and modern support technologies.

What You'll Do

• 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.

What We're Looking For

• 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.


• Ability to work effectively in a fast-paced, customer-focused environment.


• Strong verbal and written communication skills.


• Professional fluency in both English and Spanish is required.


• Ability to communicate effectively with customers, stakeholders, and technical teams across multiple regions.


• Ability to explain technical concepts to both technical and non-technical audiences.


• Strong attention to detail and commitment to customer satisfaction.

Preferred Qualifications

• Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Zendesk.


• Exposure to SaaS, Cloud, Infrastructure, Networking, or Enterprise Software environments.


• Knowledge of SQL, APIs, log analysis, or system integrations.


• Experience supporting enterprise customers.


• Familiarity with monitoring, incident management, and service management best practices.


• Exposure to automation tools, AI-assisted support, or knowledge management platforms.

Ready for Your Next Challenge?

If you enjoy solving complex technical problems, collaborating with talented teams, and making a meaningful impact on customer success, we'd love to hear from you.