At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure.

Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

We are seeking a Technical Support Engineer to provide world-class support to Gigamon customers and partners. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction. You will get the opportunity to work with Engineering, Sales,



and Customer Success to resolve Gigamon products issues.

The position also requires you to analyze and report on customer satisfaction with products, services, and processes, for ongoing improvement of customer experience. You won’t be in this alone. We are a team that helps each other and likes to have fun too.

What you'll do:

- Deliver a top-tier user support experience using SalesForce service cloud software.
- Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.
- Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.
- Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
- Create and add to knowledge base articles in our knowledge base.
- Apply a

📌 Technical Support Engineer - Mexico City - Hybrid (Ciudad de México)
🏢 Gigamon
📍 Ciudad de México