Technical Support T1+T2 (Mexico)

Think Future Technologies Pvt Ltd; Guadalajara; A distancia; USD 20,000 - 30,000; Jornada completa

Descripción de la vacante

A leading technology services provider is seeking a Technical Support professional to join their expanding team. This fully remote role focuses on B2B customer interactions, requiring strong communication and problem-solving skills. The ideal candidate will manage support tickets, ensure SLA adherence, and provide expert technical assistance. Join a dynamic team dedicated to simplifying decision-making for clients in the online comparison market.

Formación

• Minimum 2 years experience in Tier 1-2 technical support.
• Proficiency in SQL scripting and experience with ETL and BI tools.

Responsabilidades

• Manage and resolve support tickets, ensuring customer satisfaction.
• Act as the first point of contact for technical support via multiple channels.

Conocimientos

Communication

Problem Solving

Customer Service

Herramientas

SQL

Tableau

MongoDB

Datadog

Grafana

Kibana

CloudWatch

Descripción del empleo

Job Title: Technical Support - Tier 1+2 (B2B focused)

Experience: 2+ Years

Location: Mexico/LATAM

Engagement Type: Full-Time/contractual, Fully Remote

Job Description:

The role offered via TFT is for a client who is a global leader in the online comparison market. The goal is to simplify decision-making and connect customers with valuable brands. Their technology stack includes AWS, Docker, Kubernetes, BigData, Snowflake, Athena, Aurora DB, TypeScript, and MongoDB.

We are seeking a highly motivated Technical Support professional to join the expanding Technical Support team within the R&D department. This role requires exceptional communication skills for professional interactions with B2B customers. Your expertise will be key in maintaining SLAs and ensuring customer satisfaction.

Responsibilities:

1. End-to-End Ownership: Manage and resolve support tickets by investigating root causes and escalating issues when necessary.
2. Customer Support: Act as the first point of contact via email, chat, and phone, providing expert technical support.
3. Incident Management: Handle production incidents, assess severity, escalate unresolved issues, and communicate updates to stakeholders.
4. Monitoring and Reporting: Monitor production systems, perform health checks, and provide performance reports.
5. On-Call Support: Support critical incidents during offline hours to ensure seamless operations.

Requirements:

1. Minimum 2 years experience in Tier 1-2 technical support, focusing on B2B and SaaS support.
2. Experience with ETL and BI tools such as Tableau.
3. Proficiency in SQL scripting (Snowflake, MySQL, Athena).
4. Knowledge of MongoDB.
5. Ability to take ownership from report to resolution, ensuring customer satisfaction and SLA adherence.
6. Understanding of web technologies: HTML, CSS, JavaScript, TypeScript (advantage).
7. Basic troubleshooting skills for performance issues in microservices environments.
8. Experience with monitoring tools like Datadog, Grafana, Kibana, CloudWatch (advantage).
9. Familiarity with Google AdWords/Analytics (advantage).

Soft Skills:

1. Excellent English communication skills.
2. Strong problem-solving and customer-first mindset.
3. Ability to manage multiple priorities in a fast-paced environment.
4. Patience and empathy for complex customer issues.
5. Ability to work independently under pressure.
6. Passion for supporting others.

About Us:

We at Think Future Technologies (TFT) provide technology services to help our customers achieve superior business outcomes. We partner with clients to understand their problems, develop solutions, deploy resources, and ensure successful project delivery.