Technical Care & Escalation Manager

Jobtailor; Ciudad de México; Presencial; MXN 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a senior escalation specialist in Mexico City to lead complex technical escalations, bridge multiple teams, and own customer relationships. You will drive RCA, ensure SLA compliance, and coordinate cross-functional actions to resolve issues quickly and effectively.

You will communicate technical concepts clearly to executives and engineers, document outages, and represent the customer voice inside Nokia.

Formación

• Bachelor's degree in Telecommunications, Computer Science, Information Technology, or related field.
• 5+ years of experience troubleshooting FN Fiber products or Cloud environments.
• Fluent in Spanish and English; able to engage with executives and program owners.
• Willingness to travel on short notice (~5% annually) and work with global teams.

Responsabilidades

• Own and manage escalations, providing root-cause analysis beyond standard issues.
• Interface for escalation across TS concerns, bridging FN, R&D, ProServ and NDE.
• Maintain and grow technical customer relationships focusing on services and delivery.
• Ensure SLA compliance and provide rapid remote troubleshooting for customers.
• Coordinate with cross-functional teams to improve response times and outcomes.
• Document outages and root-cause analyses per contractual obligations.
• Capture customer feedback and advocate for the customer voice to Nokia.
• Develop technical documentation for internal teams and customers.
• Travel availability on short notice (~5%).

Conocimientos

Root Cause Analysis

Troubleshooting FN Fiber

Stakeholder management

Technical documentation

Customer relationship management

Public speaking / communication

Cross-functional collaboration

Educación

Bachelor's degree in Telecommunications

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Herramientas

Salesforce

Descripción del empleo

Jobtailor is seeking a senior escalation specialist in Mexico City to lead complex technical escalations, bridge multiple teams, and own customer relationships. You will drive RCA, ensure SLA compliance, and coordinate cross-functional actions to resolve issues quickly and effectively.

You will communicate technical concepts clearly to executives and engineers, document outages, and represent the customer voice inside Nokia.