Tier 3 Support Engineer

Transmit Security; Ciudad de México; Presencial; MXN 549,000 - 825,000; Jornada completa

Descripción de la vacante

A leading cybersecurity company is seeking a dedicated Tier 3 Support Engineer in Mexico City to provide high-impact technical support. The role involves troubleshooting complex customer issues, managing escalations, and ensuring customer satisfaction. Ideal candidates will have over 6 years of technical support experience and strong analytical skills. Join our dynamic team to help deliver seamless user experiences and combat fraud.

Formación

• At least 6 years of technical Support engineering experience.
• Experience working in mission critical environments.
• Hands on experience with Linux operating system.
• Excellent interpersonal and communication skills in English.

Responsabilidades

• Provide advanced technical support within desired SLA.
• Take ownership of customer issues and ensure resolution.
• Manage escalations and evaluate root cause analysis.
• Handle complex customer issues through the support portal.

Conocimientos

Technical Support Engineering

Analytical Skills

Troubleshooting

Customer Support

Linux

Service Orientation

Interpersonal Skills

Scripting

REST API Knowledge

Cloud Environments

Educación

BS / BA in Information Technology, Computer Science or related field

Herramientas

Linux

Windows

Mac OS

Descripción del empleo

About Us :

Transmit Security is a leader in identity and fraud prevention empowering organizations to stop fraud while delivering seamless user experiences. Our Mosaic platform combines advanced fraud detection machine learning-driven risk assessment and real-time decision-making across customer journeys. As we continue to grow were seeking a dedicated and customer-focused Tier 3 Support Engineer to join our team and provide high-impact technical support.

About the Role :

We are looking for a Tier 3 Support Engineer to provide excellent customer service lead processes and work on a mission critical product.

What youll do :

• Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of customer issues and follow problems through to resolution
• Manage escalations
• Evaluate root cause analysis to eliminate recurring customer issues
• Handle complex customer issues through the Support portal independently and in a professional way
• Troubleshoot Transmit Security Platform issues reported by Transmit Customers including Functionality and usability related complex issues
• Interact effectively with a wide variety of customers with different requirements and backgrounds including the Customers development teams to understand the nature of the issue communicate steps to resolve and provide consultation on best practices
• Replicate customer issues in the support test environment
• Collaborate with several internal teams

What youll need :

• At least 6 years of technical Support engineering experience
• Experience working in mission critical environments
• Experience in working with multi-tier and complex applications
• Hands on experience with Linux operating system
• Strong analytical and troubleshooting skills is a must
• Service-oriented personality with a can-do attitude is a must
• A team player with the ability to work independently is a must
• Excellent interpersonal and communication skills both written and verbal English
• BS / BA in Information Technology Computer Science or a related discipline; professional certification is an advantage
• Familiar with one of the programing language such as Java Scala Python bash scripting is nice to have
• Experience with database management is an advantage
• Practical knowledge of REST API
• Familiar with SaaS and Cloud environments like GCP Azure AWS
• Familiar with web-based products - different OS browsers (Cookies local storage incognito)
• Knowledge on authentication technologies such as FIDO-based biometrics authentication Federation SSO protocols such as OIDC OAuth SAML etc.
• Public Key Infrastructure (PKI) X.509 certificates SSL / TLS
• Good knowledge on Mobile Platforms (IOS Android) is a big plus

Transmit Security is committed to fostering cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences life experiences knowledge inventiveness innovation self-expression unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture but our Reputation and Achievements as well. We encourage diversity and embrace our employees differences in age color disability ethnicity family or marital status gender identity or expression language national origin physical ability political affiliation race religion sexual orientation socioeconomic status veteran status and other characteristics that make our employees unique.

#LI-TL1 #LI-Hybrid

Key Skills

Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

Employment Type: Full Time

Vacancy: 1