Technical Support Engineer Tier 2

Mitratech Holdings Inc; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global technology company in Mexico is seeking a Customer Support Specialist to assist clients with their products. The ideal candidate has over 2 years of experience in a technical support role and strong organizational and communication skills. Familiarity with Zendesk and Jira is preferred. The role involves troubleshooting, case management, and maintaining knowledge base articles.

Formación

• 2+ years of experience in support or a similar technical role.
• Experience working in a multichannel support environment.
• Excellent organizational, customer relationship, and communication skills.

Responsabilidades

• Provide assistance to customers through various support channels.
• Manage cases using tools like Zendesk and Jira.
• Troubleshoot issues and update ticket tracking systems.

Conocimientos

Customer relationship management

Problem-solving

Organizational skills

Verbal communication

Written communication

Critical thinking

Educación

Bachelor or Master of Science in Computer Science/Engineering

Herramientas

Zendesk

Jira

SendGrid

Microsoft Office

Descripción del empleo

Overview

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Responsibilities

• Provide assistance to customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phone in a multichannel support environment.
• Work within systems such as Zendesk, Jira, and SendGrid to manage cases, track progress, and communicate with stakeholders (experience with these systems is preferred).
• Troubleshoot issues by reproducing the problem and determining the resolution.
• Triage newly reported problems, assign proper severity, and work to identify a resolution.
• Update the ticket tracking system to provide an accurate and current status of support issues.
• Create knowledge base articles regularly to expand self-help tools for customers and internal teams.

Qualifications

• 2+ years of experience working with enterprise software applications in support, development/QA, services, or a similar technical role.
• Experience with Windows and Microsoft Office.
• Experience working in a multichannel support environment using tools such as Zendesk, Jira, and SendGrid is preferred.
• Excellent organizational, customer relationship, verbal, and written communication skills.
• Highly dependable and professional.
• Highly motivated, self-starter with a positive attitude
• Excellent problem-solving and listening skills.
• Critical thinker and adept at problem-solving.
• Interpersonal skills: Remain open to others’ ideas and exhibit willingness to try new things.

Education

• Bachelor or Master of Science in Computer Science/Engineering or relevant experience required.

EEO Statement

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.