Tech Support EngineerLocation: Apodaca, Other, MexicoBe the first technical point of contact for the customerDemonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated casesWork closely with SE teams internally on larger networks and more complex issuesIdentify customer problems/issues and assist customers to resolve issues while consistently providing great Customer ExperienceIdentify and reproduce customer technical problems in a test/lab environmentWork on day-day tickets, follow up with clients, provide feedback, and see problems through to resolutionEnsure proper case documentation and closureGenerate clear and concise documentation in the form of case notes, technical tips, and white papersNotify 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 TeamManage customer expectations and make sure the customer is receiving the highest quality of serviceDocument customer issues for future reference and build a knowledge base of the solutions given to the customerActively participate in training and improve product and process knowledgeUnderstand the SLA's and work/align style of working towards meeting themFlexible 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.
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📌 Tech Support Engineer (México)
🏢 Vistance Networks
📍 México