Tech Support Engineer — Networking & Escalations Pro

Vistance Networks; México; A distancia; MXN 260.000 - 420.000; Jornada completa

Descripción de la vacante

Vistance Networks in Apodaca, Mexico, is seeking a Tech Support Engineer to provide first-level technical support for ARRIS and related products. You will diagnose, troubleshoot, repair, and document issues, assist with customer installations, and participate in after-hours on-call support as needed.

As part of a global team, you will collaborate with escalation and engineering groups, create KB articles, and help maintain high levels of customer satisfaction.

Formación

• 0–2 years of customer support experience.
• Bachelor’s degree in systems engineering or a related field.
• Fluent in English and Spanish.
• Preferably previous Tech Support engineer experience.
• Strong written and verbal communication skills.

Responsabilidades

• Serve as the first technical contact for customers.
• Resolve and reproduce issues with escalation when needed.
• Collaborate with escalation and engineering teams on complex cases.
• Document case details and maintain knowledge base articles.
• Meet SLA targets and manage customer expectations.

Conocimientos

Customer support

Bilingual English/Spanish

Networking basics

Communication skills

Technical troubleshooting

Educación

Bachelor’s degree in systems engineering or related field

Herramientas

Salesforce

JIRA

Linux

Bash

Python

Cisco

Juniper

Arista

Descripción del empleo

Vistance Networks in Apodaca, Mexico, is seeking a Tech Support Engineer to provide first-level technical support for ARRIS and related products. You will diagnose, troubleshoot, repair, and document issues, assist with customer installations, and participate in after-hours on-call support as needed.

As part of a global team, you will collaborate with escalation and engineering groups, create KB articles, and help maintain high levels of customer satisfaction.