- 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