Technical Support Engineer

GlobalLogic; Región Centro; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

GlobalLogic is looking for a Technical Customer Support Engineer in Mexico to troubleshoot platform issues, optimize customer use, and collaborate with Engineering to drive timely resolutions.

You will gather information, analyze logs, provide actionable guidance, and prioritize cases while communicating clearly with both technical and non-technical audiences.

Formación

• Experience in Technical Customer Support or similar technical role.
• Knowledge of CRM systems (Salesforce) and Gainsight.
• Proficiency with Office 365 tools.
• Strong understanding of web apps, APIs, integrations.
• Ability to troubleshoot issues and provide technical solutions.
• Experience analyzing logs, errors, and docs.
• Know when to escalate to Engineering or other teams.
• Strong time-management and prioritization for multiple tickets.
• Customer-oriented with professional communication to technical and non-technical audiences.
• Advanced English skills are mandatory.

Responsabilidades

• Serve as technical point of contact for customers resolving issues.
• Investigate issues by gathering data, reproducing problems, analyzing logs.
• Provide technical guidance, solutions, and best practices for platform use.
• Prioritize and manage support cases by severity and impact.
• Monitor trends and coordinate with product/engineering for improvements.
• Collaborate with Engineering to escalate complex issues.
• Document troubleshooting steps, findings, and recommendations clearly.
• Communicate escalations with context to internal teams to speed resolutions.
• Support platform configuration, integrations, and APIs.
• Voice customer feedback to Product/Engineering for improvements.
• Work cross-functionally to ensure strong customer experience.
• Participate in escalations for high-priority customers.
• Major Medical Insurance & Life Insurance

Conocimientos

Technical support

Customer communication

Log analysis

APIs & integrations

Salesforce

Gainsight

Office 365

English proficiency

Herramientas

Salesforce

Gainsight

Microsoft 365

Descripción del empleo

Join a diverse team of talented professionals in an open and collaborative environment, working at the forefront of digital transformation. As a Technical Customer Support Engineer, you will play a key role in helping customers troubleshoot technical issues, optimize their use of the platform, and work closely with internal engineering teams to drive effective resolutions.

This role is ideal for someone who combines strong customer-facing skills with technical troubleshooting, problem-solving, and cross-functional collaboration.

Requirements

• Experience in Technical Customer Support, Application Support, Customer Success Engineering, or a similar technical role.
• Knowledge of CRM systems, preferably Salesforce.com and Gainsight.
• Proficiency with Microsoft Office 365 tools.
• Strong understanding of web applications, APIs, integrations, and common technical concepts.
• Ability to troubleshoot customer issues, identify root causes, and provide clear technical solutions or workarounds.
• Experience analyzing logs, error messages, system behavior, and technical documentation.
• Ability to identify when an issue requires escalation to Engineering, Development, or other technical teams.
• Strong organizational and time-management skills, with the ability to prioritize multiple customer issues and tickets simultaneously.
• Customer-oriented mindset with the ability to manage challenging situations professionally.
• Ability to communicate technical information clearly to both technical and non-technical audiences, including C-level executives.
• Strong cross-functional collaboration skills and the ability to work with Engineering, Product, Sales, and Customer Success teams.
• Advanced English skills (mandatory).

Job Responsibilities

• Serve as a technical point of contact for customers, helping troubleshoot and resolve application and platform-related issues.
• Investigate customer-reported issues by gathering information, reproducing problems, analyzing logs, and identifying potential root causes.
• Provide customers with technical guidance, solutions, workarounds, and best practices to help them successfully use the platform.
• Manage and prioritize customer support cases based on severity, business impact, and customer needs.
• Monitor customer issues and identify recurring problems or trends that may require product or engineering improvements.
• Collaborate with Engineering and Development teams to escalate complex technical issues and drive them through resolution.
• Clearly document troubleshooting steps, findings, resolutions, and technical recommendations.
• Communicate technical escalations and provide relevant context to internal teams to accelerate resolution.
• Support customers with platform configuration, integrations, APIs, and technical workflows.
• Communicate the voice of the customer to Product and Engineering teams and contribute to product improvements.
• Help customers optimize their use of the solution and adopt technical best practices.
• Work cross-functionally with Customer Success, Product, Sales, and Engineering to ensure a strong customer experience.
• Participate in escalations involving high-priority or strategic customers.
• Major Medical Insurance & Life Insurance