Senior Technical Support Engineer - IoT & Monitoring

Carrier; Estado de México; Presencial; MXN 279.000 - 469.000; Jornada completa

Descripción de la vacante

Carrier seeks a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. You will troubleshoot hardware and software issues, manage service cases, and collaborate with cross‑functional teams to ensure timely resolutions.

Responsibilities include case management, hardware evaluations, knowledge‑base improvements, and cross‑department collaboration to prevent recurrence. Strong English, 6+ years in tech support, and customer focus are required.

Formación

• High school diploma, Associate Degree (AA/AS), or equivalent post‑secondary technical training.
• Minimum of 6 years of relevant technical support experience.
• Advanced English communication skills, both written and verbal.
• Strong troubleshooting and technical problem‑solving capabilities.
• Experience supporting both hardware and software products.
• Excellent communication skills with the ability to assist customers of varying technical backgrounds.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Ability to work effectively in a fast‑paced, customer‑focused environment.

Responsabilidades

• Providing technical support and troubleshooting for Sensitech products, services, and solutions through phone, email, remote tools, and in‑person interactions.
• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.
• Developing expertise in Sensitech product functionality, technical requirements, and operational usage.
• Managing Technical Service Case Management activities through the global ERP system, including case logging, tracking, prioritization, and escalation.
• Conducting hardware evaluations of electronic devices and preparing detailed assessment reports for customers.
• Collaborating with Sales, Analysts, Program Managers, Engineering, C3, and other internal teams to resolve issues and prevent recurrence.
• Identifying recurring technical issues and contributing to improved documentation and knowledge management resources.
• Participating in daily and weekly operational meetings and providing updates on case progress and resolution.
• Supporting continuous improvement efforts and recommending enhancements to products, systems, and processes.
• Performing root cause investigations and escalating issues through CAPA/CAR processes when necessary.
• Creating and maintaining troubleshooting guides, technical documentation, and support materials.
• Assisting with customer complaint investigations and confirmed field failure analysis.
• Supporting product validation activities through testing of new product designs and functionality.
• Delivering product training for Technical Service Representatives and contributing to support solution development.
• Performing additional duties and projects as assigned.

Conocimientos

Technical troubleshooting

Hardware & software support

Advanced English

Excellent communication

Multi-tasking

Educación

High school diploma or AA/AS

Herramientas

ERP systems

Technical case management tools

Descripción del empleo

Carrier seeks a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. You will troubleshoot hardware and software issues, manage service cases, and collaborate with cross‑functional teams to ensure timely resolutions.

Responsibilities include case management, hardware evaluations, knowledge‑base improvements, and cross‑department collaboration to prevent recurrence. Strong English, 6+ years in tech support, and customer focus are required.