Technical Support Engineer

MFS Talento Humano

México

Presencial

MXN 372.578 - 745.156

Jornada completa

14 días+

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Descripción de la vacante

A multinational IT services company is seeking a Technical Support Engineer in Mexico. The role involves resolving incidents, performing root cause analysis, and providing leadership during escalations. Ideal candidates will have 4+ years of experience in technical support, strong communication skills, and proficiency in Linux environments. This full-time position emphasizes availability for flexible hours and remote troubleshooting capabilities.

Formación

Minimum 4+ years experience in technical support environments.
Expert communicator with excellent written and verbal skills in English.
Availability for flexible schedule overlapping with Portugal time zone.

Responsabilidades

Incident resolution according to established SLAs.
Root cause analysis of product issues.
Provide leadership during customer escalations.

Conocimientos

Incident resolution

Root cause analysis

Customer case handling

Communication

Remote troubleshooting

Herramientas

Salesforce

Unix/Linux

K8S

Descripción del empleo

Direct message the job poster from MFS Talento Humano

Talent Acquisition | IT Recruiter and Headhunting | People Experience | Connecting Talent around the

We are looking for a Technical Support Engineer, for a multinational company, with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team.

Key Responsibilities:

Incident resolution according to established SLAs.
Root cause analysis of product issues.
Customer case handling (end customers and internal)
Provide leadership during customer escalations and emergencies.
Analysis of logs, metrics, pcap files, and customer scenarios.
Reproducing and fixing product issues.
Coordination with R&D teams to develop solutions.
Conducting Baseline Verification Tests (BVT)
Maintenance of product support processes.
Clear documentation of solutions and issues.

Additional Responsibilities:

8×5 support during US Central business hours.
Willingness to handle P1/P2 cases in 24×7 mode on an on-call basis.
Management of the company’s Salesforce ticketing system.
Ability to connect remotely with customers to troubleshoot issues.
Generate critical incident reports and root cause analysis.

Technical Requirements:

Minimum 4+ years experience in technical support environments with emphasis on case handling.
Experience working with Unix/Linux operating systems.
Experience using K8S clusters, Helm charts.
PKI Certificated (mandatory)
Preferred: Understanding of security products (Certificate Management)
Expert communicator with excellent written and verbal skills in English.
Ability for effective virtual collaboration.
Availability for flexible schedule with some overlap with Portugal time zone.

I will looking forward your applications!!!

Seniority level