Tech Support Engineer Req ID: 81845 Location: Apodaca, Other, Mexico + 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 + Adaptable 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. **Learn more about how we're on a quest to connect the future and build what's next.** **Job Segment:** Technical Support Engineer, Technical Support, Engineer, Engineering, Technology

📌 Tech Support Engineer (Ciudad Apodaca)
🏢 Vistance Networks
📍 Ciudad Apodaca