Tech Support Engineer

Vistance Networks; México; Presencial; MXN 280.000 - 420.000; Jornada completa

Descripción de la vacante

Vistance Networks is seeking a Tech Support Engineer in Apodaca, Mexico to be the first technical contact for customers and to collaborate with Escalation and engineering teams on escalated cases. You will work with SE teams on larger networks and complex issues.

Responsibilities include documenting cases clearly, contributing to a knowledge base with tips and white papers, and ensuring SLA alignment while delivering high-quality service. On-site support and flexible shifts may be required.

Formación

• Be the first technical point of contact for customers.
• Coordinate with Escalation and Engineering teams on escalated cases.
• Work with SE teams on larger networks and more complex issues.

Responsabilidades

• Identify customer problems and assist with resolution while delivering great Customer Experience.
• Identify and reproduce customer technical problems in a test/lab environment.
• Document case notes, technical tips, and white papers to aid future cases.
• Notify and discuss with senior engineering staff on calls and emails that require assistance.
• Ensure timely handoff of cases that require advanced technical investigation.
• Support on-site schedules and adapt to changing shifts.

Descripción del empleo

Tech Support Engineer

Location: Apodaca, Other, Mexico

• Be the first technical point of contact for the customer
• Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases
• Work closely with SE teams internally on larger networks and more complex issues
• Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience
• Identify and reproduce customer technical problems in a test/lab environment
• Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution
• Ensure proper case documentation and closure
• Generate clear and concise documentation in the form of case notes, technical tips, and white papers
• Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.
• Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
• Manage customer expectations and make sure the customer is receiving the highest quality of service
• Document customer issues for future reference and build a knowledge base of the solutions given to the customer
• Actively participate in training and improve product and process knowledge
• Understand the SLA’s and work/align style of working towards meeting them
• Flexible to support on-site work schedules as required.
• Willingness to adapt to changing shifts and operational needs.

Comfortable working in a dynamic environment with evolving priorities.