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