Location: Remote - Latam (Preferred: Mexico)
Seniority: Mid to Senior Level
Languages: Native or fluent Spanish (preferably Mexican), fluent English required
About the Role
We are seeking a Technical Support & Pre-Sales Engineer to join our global telecom operations team.
This position focuses on providing mission-critical technical support and participating in technical pre-sales for enterprise customers across Latin America.
The idóneo candidate combines strong technical expertise, reliability, and customer-facing communication skills.
You’ll be part of a distributed 24/7 support structure, ensuring that critical systems remain stable and responsive at all times.
Responsibilities
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Deliver L2/L3 technical support for telecom and cloud systems under strict SLAs.
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Participate in a rotating on-call schedule, including some weekends and public holidays, ensuring rapid response (within 5 minutes) to critical alerts.
Note: On-call duty means being available and reachable, not continuously working. Compensation applies when activated.
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Troubleshoot, document, and escalate incidents efficiently.
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Collaborate with internal R&D; teams to address root causes and improve system reliability.
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Support technical pre-sales: contribute to architecture design, demos, and proposals.
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Provide remote or occasional onsite support or training (Mexico City presence is an advantage).
Requirements
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Native or fluent Spanish and strong English communication skills.
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Proven experience in technical support, telecom, or network operations.
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Deep understanding of computer networks (TCP/IP, routing, switching, VPNs, DNS).
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Demonstrated reliability and responsiveness during critical support situations.
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Comfortable with on-call rotations, including occasional weekends and holidays.
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Strong problem-solving, communication, and self-management skills.
Nice to Have
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Experience with cloud environments or clustered infrastructures.
📌 Technical Support (Ciudad de México)
🏢 Rad Hires
📍 Ciudad de México
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