Support Engineer (Tier 1)

Definity First; México; A distancia; MXN 300,000 - 400,000; Jornada completa

Descripción de la vacante

A technology solutions company is seeking a Tier 1 Support Engineer to offer remote technical assistance. The role involves diagnosing and resolving technical issues across hardware and software while ensuring excellent customer service. Candidates should have a strong background in technical support, knowledge of support ticketing systems like Zendesk, and advanced English proficiency. This position is open to applicants from any part of Mexico and LATAM.

Formación

• Proven experience in a technical support role, preferably within a customer-focused environment.
• Ability to maintain an IRT SLA of 15 minutes for incoming support tickets.
• Detail-oriented with strong organizational skills to manage multiple tickets efficiently.

Responsabilidades

• Provide first-line technical support to clients and internal users.
• Identify, diagnose, and resolve technical issues in hardware, software, and networks.
• Log and track support incidents using ticket tracking tools.

Conocimientos

Technical support experience

Proficiency with Zendesk

Strong written communication

Advanced English proficiency

Herramientas

Zendesk

OpsGenie

Jira

Slack

Descripción del empleo

Overview

We are looking for a Tier 1 Support Engineer to join our team. The Tier 1 Support Engineer will be responsible for providing first-line technical assistance to our clients and internal users. The main goal will be to resolve issues and respond to inquiries related to hardware, software, and networks, ensuring customer satisfaction and operational efficiency.

Responsibilities

• Provide first-line technical support to clients and internal users through communication channels such as phone, email, and ticketing systems.
• Identify, diagnose, and resolve technical issues in hardware, software, and networks in a timely and accurate manner.
• Log and track support incidents and requests using ticket tracking tools.
• Maintain up-to-date records of support activity, including solutions and response times.

Qualifications

• Proven experience in a technical support role, preferably within a customer-focused environment.
• Proficiency with Zendesk or other support ticketing systems.
• Ability to consistently maintain an IRT SLA of 15 minutes for incoming support tickets or voicemail messages.
• Strong written and verbal communication skills, with a customer-oriented approach.
• Experience documenting troubleshooting steps and actions within support tickets to ensure accurate tracking and knowledge sharing.
• Understanding of incident management processes and familiarity with escalation/collaboration tools such as OpsGenie and Jira.
• Collaborative mindset with the ability to work effectively across cross-functional teams, leveraging communication tools like email and Slack.
• Detail-oriented with strong organizational skills to manage multiple tickets and prioritize tasks efficiently.
• Advanced English proficiency.

Desirable / Plus

• Familiarity / knowledge with AWS, Azure, Apigee, and ELK (Elasticsearch and Kibana) for troubleshooting, log monitoring, and collection in a read-only capacity.

Remote Opportunity

This is a 100% remote position - open to candidates from any part of México and LATAM.