Technical Support Engineer - Frontline Escalations

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

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.