Technical Support Specialist II

TigerConnect; Ciudad de México; Híbrido; MXN 279.000 - 424.080; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Wellness reimbursement

Flexible Time Off

Teleworking allowance

Grocery vouchers

Descripción de la vacante

TigerConnect in Mexico City is seeking a bright Technical Support Specialist II to join our hybrid team. You’ll be the primary technical contact for enterprise clients, handling Tier 1 tickets and escalations while gaining hands-on experience with our platform.

As you grow, you’ll deepen knowledge of API integrations, Salesforce documentation, and premium features, contributing to a positive customer experience and cross-functional collaboration.

Formación

• 1-3 years of relevant experience in technical support or similar roles.
• Strong written and verbal communication across technical and non-technical customers.
• Familiarity with API integrations and documenting troubleshooting steps.

Responsabilidades

• Respond to a high volume of support tickets via email, phone, and chat.
• Own support escalations and reproduce issues before escalation to R&D.
• Prioritize urgent requests following SLAs and maintain records in Salesforce.
• Assist customers with login, user management, messaging, and settings requests.
• Contribute to knowledge base by drafting articles and resolutions.

Conocimientos

Customer service

Communication

Multitasking

Detail oriented

Teamwork

On-call readiness

Herramientas

Salesforce

API integrations

Webhooks

Descripción del empleo

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

We are seeking a bright and energetic Technical Support Specialist II to join our team. This is an exceptional opportunity for recent graduates looking to kick‑start their career in the tech industry and make a significant impact in a dynamic, fast‑growing company. As the primary technical contact, you'll gain hands‑on experience managing Tier 1 support tickets and escalations for our strategic enterprise clients.

This is a hybrid position, working from our offices in the Reforma area of Mexico City, Mexico, 2 times a week.

What You’ll Be Doing:

• Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat
• Exceed customer expectations by providing timely responses and creating a positive experience
• Get hands‑on experience by owning support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D
• Prioritize urgent requests by responding to them in adherence to our SLAs
• Assist customers with general support inquiries including, but not limited to, login, user management, messaging, and settings requests
• Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms
• Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues
• Aim to become a Subject Matter Expert across all our advanced premium features and API integrations
• Take on special projects and additional duties as needed, providing variety in your role

What You Bring:

• Excellent customer service skills coupled with a professional, calm, and positive attitude
• 1-3 years of relevant experience
• Strong written and verbal communication skills - able to communicate effectively with both technical and non‑technical customers
• Exceptional multitasking, organizational, and time management skills, with a keen attention to detail
• Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction
• A proactive approach to problem‑solving, backed by data and informed decisions
• Familiarity with API and webhook integrations, or a keen interest to learn
• Flexibility to work variable schedules as necessary
• A team‑oriented mindset, with the flexibility to work independently and participate in an on‑call rotation or weekend shifts as needed

Perks & Benefits We Offer:

• Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
• Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
• Focus on your well‑being through our wellness reimbursement program and company‑wide wellness days (extra days off to rest and recharge)
• Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
• In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
• Join a mission‑driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). Our team in Mexico was recognized as a Great Place to Work and Best Place to Code in 2026. We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies.

TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.