Req ID: 81845

Location:

Apodaca, Other, Mexico

- Be the first technical point of contact for the customer
- Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases
- Work closely with SE teams internally on larger networks and more complex issues
- Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience
- Identify and reproduce customer technical problems in a test/lab environment
- Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution
- Ensure proper case documentation and closure
- Generate clear and concise documentation in the form of case notes, technical tips, and white papers
- Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.




- Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
- Manage customer expectations and make sure the customer is receiving the highest quality of service
- Document customer issues for future reference and build a knowledge base of the solutions given to the customer
- Actively participate in training and improve product and process knowledge
- Understand the SLA’s and work/align style of working towards meeting them
- Versátil to support on-site work schedules as required.
- Willingness to adapt to changing shifts and operational needs.

Comfortable working in a dynamic environment with evolving priorities.

📌 Tech Support Engineer (Ciudad Apodaca)
🏢 Vistance Networks
📍 Ciudad Apodaca