Technical Support Engineer - Hybrid Networking, Mexico City

Gigamon; Ciudad de México; Híbrido; MXN 335.000 - 536.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Gigamon is seeking a Technical Support Engineer to provide world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues and improve customer experience.

The role involves advanced troubleshooting, knowledge-base creation, and collaboration across teams. You will participate in weekend shifts and rotational on-call coverage to support Elite customers outside regular hours, applying problem-solving and multitasking to ensure

Formación

• Bachelor’s degree or equivalent professional technical experience.
• 0-2 years of technical support experience in networking or security preferred.
• Hands-on experience with L2 and L3 networking concepts (Ethernet, TCP/IP, routing, switching, QoS).

Responsabilidades

• Deliver top-tier technical support via case management system, phone, email, and screen sharing.
• Document issues, steps, follow-ups, escalations and resolutions in the case management system.
• Create and update knowledge base articles to aid customers and peers.
• Apply advanced troubleshooting to isolate, reproduce, and workaround complex issues.
• Coordinate with Engineering to report defects after lab replicates and meet escalation standards.
• Collaborate within Support to drive process improvements and initiatives.
• Participate in periodic weekend shifts and 24x7 on-call coverage for Elite customers.
• Manage escalations and drive issues to resolution with all stakeholders informed.
• Communicate customer concerns and requirements to other teams.

Conocimientos

Networking basics

Troubleshooting

Bilingual English/Spanish

Educación

Bachelor’s degree in Computer Science or related field

Herramientas

SalesForce Service Cloud

Descripción del empleo

Gigamon is seeking a Technical Support Engineer to provide world-class support to customers and partners. You will work with Engineering, Sales, and Customer Success to resolve product issues and improve customer experience.

The role involves advanced troubleshooting, knowledge-base creation, and collaboration across teams. You will participate in weekend shifts and rotational on-call coverage to support Elite customers outside regular hours, applying problem-solving and multitasking to ensure