Technical Support Engineer, Mx

Arketa; San Pedro Garza García; Presencial; MXN 650.000 - 1.050.000; Jornada completa

Descripción de la vacante

Arketa in Apodaca, Mexico, is seeking a Manager, Technical Support Engr to lead a team of technical support engineers and ensure high-quality service for networking products. The role emphasizes operational excellence, coaching, and cross‑functional collaboration to resolve complex issues.

Ideal candidates will have 5+ years in technical support with leadership experience, strong English, and familiarity with CRM tools like Salesforce or ServiceNow. ITIL background is a plus.

Formación

• Bachelor's degree in Engineering, Computer Science, or related field.
• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• Strong knowledge of networking technologies (e.g., Wi‑Fi, Ethernet, IP).
• Excellent problem‑solving and communication skills.
• Experience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
• High proficiency in English is mandatory.

Responsabilidades

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team, ensuring timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to escape and resolve complex issues.
• Monitor support metrics and generate performance reports.
• Ensure compliance with company policies and industry standards.
• Provide technical guidance and training to team members.

Conocimientos

Networking technologies

Leadership

Problem solving

Communication

Educación

Bachelor's degree in Engineering or Computer Science

Herramientas

Salesforce

ServiceNow

Descripción del empleo

Manager, Technical Support Engr

Req ID: 81692

Location: Apodaca, Other, Mexico, 66628

Role Summary: The Tech Support Manager leads a team of technical support engineers to deliver high-quality support for CommScope's networking and telecommunications products. This role ensures customer satisfaction through effective troubleshooting, team leadership, and process optimization.

Key Responsibilities:

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team, ensuring timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to escape and resolve complex issues.
• Monitor support metrics and generate performance reports.
• Ensure compliance with company policies and industry standards.
• Provide technical guidance and training to team members.

Qualifications:

• Bachelor's degree in Engineering, Computer Science, or related field.
• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• Strong knowledge of networking technologies (e.g., Wi‑Fi, Ethernet, IP).
• Excellent problem‑solving and communication skills.
• Experience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
• High proficiency in English is mandatory.

Preferred Skills:

• Familiarity with Aurora products.
• ITIL certification or similar process management experience.

Job Segment: Technical Support, Computer Science, CRM, Information Technology, IT Manager, Technology