We are looking for a Level 2 Technical Support Engineer to work with and across all functional areas of the company to resolve customer issues and achieve high levels of customer satisfaction.The right candidate will be an empowered self-starter familiar with working in a fast-paced environment.The position will have the responsibility to work with customers directly to resolve technical issues.

Responsibilities:

Deliver a top tier user support experience using Sales Force service cloud software.

Interact with our customers/ partners using our case management system, phone, email and/or shared screen sessions.

Be the customer’s contact for providing accurate technical solutions to user reported problems.

Update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system.

Participate in the 24*7 on-call support rotation to provide after-hours support coverage.

Creating and publish knowledge articles from lessons learned.

Ability to manage customer escalations and drive issues to completion while keeping others in the loop.

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📌 Sr. Technical Support Engineer (Nezahualcóyotl)
🏢 Alia Integrando Talento
📍 Nezahualcóyotl