Join us at Entrust
At Entrust, we're shaping the future of identity centric security solutions.
From our comprehensive portfolio of solutions to our flexible, general workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.
Get to Know Us
Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies.
But our secret weapon?
Our people.
It's the curiosity, dedication, and innovation that drive our success and help us anticipate the future.
We're looking for a Supervisor, Technical Product Support (Mexico City on-site)
Position Overview:
The Supervisor, Technical Product Support at Entrust is involved and assists in ensuring that Payment and Identity (P&I;) Customers receive support and assistance offered by the Technical Product Support teams.
Utilizing their understanding of the products and services the Supervisor is responsible for assessing complex issues and aligning appropriate resources to provide solutions.
The Supervisor ensures that Key Performance Indicators (KPIs) are met and regularly interfaces with senior leadership to ensure delivery.
This individual is responsible for maintaining a positive customer experience by managing a team of regional support technicians that provide phone technical services to our customers.
As needed, the Supervisor will act as a representative of the Support organization and work in collaboration with product owners and other departments to ensure that the customer experience is maintained as the business grows and changes.
Responsibilities:
Leadership & People Management- Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities,



etc.- Assist with monitoring team performance against department standards and ensures that these standards are consistently met or exceeded.
- Assisting in disciplinary decisions and action.
- Acts as escalation point for issues and provide leadership and guidance to team.
- Provide necessary work direction and manage projects effectively through planning, organization and project management.
- Review and approve expense reports and timecards.
Cross Functional Collaboration- Assign daily escalations to ensure customer commitments are met.
- Communicate effectively with external and internal customers/partner and provide information in a timely and accurate manner.
- Maintain high availability of contact to ensure timely and accurate response to all inquiries.
- Maintain contacts and relationships with internal and external teams, individuals and representatives involved in the ongoing day-to-day business.
Process improvement and Training- Execute policies and practices for ongoing support which maintain customer data security.
- Train, mentor and support associates for cross functional and transferable skills.
- Recommend solution enhancements to improve customer experience and efficiency.
- Ensure that the processes of the Support organization aligns with the capabilities of the platforms.




Personal and Technical Development- Participate in company sponsored personal development and quality initiatives- Attending broader level technical training to stay current with new technology at Entrust
Qualifications:
Basic Qualifications- Bachelor's degree or equivalent education and experience- Minimum 4 years of experience working in a support capacity- Basic Microsoft Office Skills- Must be able to lawfully work within Mexico- Fluent in English and Spanish- Ability to travel up to 25% of the time, including international
Preferred Qualifications- Experience in leadership or lead role-
- Robust knowledge of Entrust products- Strong presentation skills- Strong negotiation and verbal communication skills- Basic financial analysis and ability to interpret financial reporting- Six Sigma, operations and process training is a plus
Why Should You Apply?
- Leader in the security industry- Friendly, supportive & knowledgeable teams- Opportunities for on-the-job training- You'll help secure identities!
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LI-XT1
Estamos buscando una persona como Supervisor/Supervisora, Soporte Técnico de Producto (Trabajo presencial desde la oficina en ciudad de Mexico)
Modalidad presencial - Lunes a Viernes
Resumen del puesto:
El Supervisor de Soporte Técnico de Producto en Entrust participa y ayuda a garantizar que los Clientes de Pago e Identidad (P&I;) reciban el soporte y la asistencia ofrecidos por los equipos de Soporte Técnico de Producto.
Utilizando su conocimiento de los productos y servicios, el Supervisor es responsable de evaluar cuestiones complejas y alinear los recursos adecuados para ofrecer soluciones.
El Supervisor se asegura de que se cumplan los Indicadores Clave de Rendimiento (KPIs) e interactúa regularmente con la

📌 Supervisor, Technical Product Support (Mexico City On-Site) (Xico)
🏢 Entrust
📍 Xico