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We are looking for a Technical Support Engineer , for a multinational company, with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team.

Key Responsibilities:

- Incident resolution according to established SLAs.
- Root cause analysis of product issues.
- Customer case handling (end customers and internal)
- Provide leadership during customer escalations and emergencies.
- Analysis of logs, metrics, pcap files, and customer scenarios.
- Reproducing and fixing product issues.
- Coordination with R&D; teams to develop solutions.
- Conducting Baseline Verification Tests (BVT)
- Maintenance of product support processes.
- Clear documentation of solutions and issues.

Additional Responsibilities:

- 8×5 support during US Central business hours.
- Willingness to handle P1/P2 cases in 24×7 mode on an on-call basis.
- Management of the company’s Salesforce ticketing system.
- Ability to connect remotely with customers to troubleshoot issues.
- Generate critical incident reports and root cause analysis.

Technical Requirements:

- Minimum 4+ years experience in technical support environments with emphasis on case handling.
- Experience working with Unix/Linux operating systems.
- Experience using K8S clusters, Helm charts.
- PKI Certificated (mandatory)
- Preferred:



Understanding of security products (Certificate Management)
- Expert communicator with excellent written and verbal skills in English.
- Ability for effective virtual collaboration.
- Availability for versátil schedule with some overlap with Portugal time zone.

I will looking forward your applications!!!

Seniority level

- Seniority level

Mid-Senior level

Employment type

- Employment type

Full-time

Job function

- Job function

Information Technology
- Industries

IT Services and IT Consulting

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📌 Technical Support Engineer (México)
🏢 MFS Talento Humano
📍 México