Technical Support Engineer

hace 2 semanas

Xico, México Fortinet A tiempo completo

**Skills & Qualifications**- Typically requires field sales experience- Areas of TAC (Technical Assistance Centers), NOC (Network Operation Centers), SOC (Security Operation Centers), GSC (Global Service Center) with a networking/security company.- Understanding of **TCP/IP, routing protocols, L2/L3 switches**:- Security product **s firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning**:- Previous call center experience, preferably supporting data networking products and/or security products is desirable.- Ability to speak Portuguese is a plus- An independent certification on security from SANS, (ISC) 2, ISACA, BS****/ISO***** is a plus.**Job Duties and responsibilities**- Advanced **troubleshooting **on the full range of Fortinet products- Collection, analysis and change recommendations of configuration information, customer network information and/or packet trace information- Provide customer education where needed due to gaps in networking, product knowledge, processes, etc.- Consultation of technical documentation, bulletins and release notes for known problems- Reproduction of customer environments on lab equipment; work with L3 support to isolate and solve problems; recommend potential new solutions.- Follow up on **technical cases including proper escalation **and management of the case until case closure.- Manage customer communication and expectations until the closure of each case- Submit KB articles on a monthly basis to contribute with internal and external DB ´s- Use internal resources to self-study technologies and products as required by customer ´s demand- Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives which can help to give better service to our customers, partners and the security community in general- Honor SLA ´s and metrics in order to achieve customer satisfaction- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation.- Submit bugs and NFR ´s to L3 and development.- Ensure clear and courteous communication with the customer until ticket closure- Complete internal training as need and pass internal certifications as required- Provide coaching to L1 ENG ´s and detect L1 technical areas of opportunity to be addressed by the manager.- Deliver training technical sessions to L1 teams complementing training as needed.- Effective communication with other technical areas; Technical Account management, Training, Field Support Engineers, L3 engineers, development, etc.

  • Technical Support Engineer

    hace 2 semanas

    Xico, México Alia Integrando Talento A tiempo completo

    Descripción**Gigamon**, empresa líder que brinda servicios de TI especializado en ayudar a las empresas para monitorear y dar soporte a las redes de infraestructura de las nubes y data services, busca a su próximo **Technical Support Engineer.****Requisitos**:- 1 a 2 años de experiência en Technical Support de redes- Se puede tener experiência de...

  • Technical Support Engineer

    hace 2 semanas

    Xico, México Hitachi Vantara Corporation A tiempo completo

    **The Company****The Role**The Customer Support Engineer provides technical support, advice, and assistance to Hitachi Vantara's customers upon their need to address technical, hardware and software system problems.This includes specific products and their integration, as a Solution.The Customer Support Engineer generally deals directly with end users and,...

  • Technical Support Engineer

    hace 2 semanas

    Xico, México Samsara A tiempo completo

    **Who we are**Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.At Samsara, we are helping improve the safety, efficiency and sustainability of the physical...

  • Technical Support Engineer Ii –

    hace 2 semanas

    Xico, México Everscale Group A tiempo completo

    OverviewThe Technical Support Engineer II serves as the primary technical contact for platform users, playing a key role in shaping the customer experience.This role involves managing support tickets from initial intake to full resolution, troubleshooting issues, and guiding users through product functionality to ensure effective use of our enterprise...

  • Technical Support Engineer Ii

    hace 2 semanas

    Xico, México Everscale Group A tiempo completo

    The Technical Support Engineer II (TSE II) serves as the primary technical point of contact for product users and plays a key role in delivering an excellent customer experience.As the main interface for incoming technical issues, the TSE II registers and manages support tickets from initial intake to full resolution.This role contributes to the product...

  • Technical Support Engineer

    hace 2 semanas

    Xico, México The Global Talent Co. A tiempo completo

    Technical Support EngineerFull-time | Remote | LATAM | 4:00 pm - Mid night PSTAbout UsAt The Global Talent Co., we provide opportunities to work with leading innovative technology companies worldwide, offering stable employment, competitive compensation, career growth, and access to a community of 25,000+ like-minded technology professionals.About the...

  • Remote Technical Support Engineer — Devtools

    hace 2 semanas

    Xico, México The Global Talent Co. A tiempo completo

    A leading talent technology firm is seeking a Technical Support Engineer to bridge the gap between developers and product innovation. This role involves managing customer support requests, troubleshooting SDK and API issues, and improving user experience. The ideal candidate will have over 5 years of experience, strong programming skills in Python or...

  • Lead Technical Support Engineer

    hace 2 semanas

    Xico, México Financecolombia A tiempo completo

    A leading technology firm is seeking a Technical Support Engineer based in Mexico. The role involves troubleshooting technical issues for cloud-based applications, requiring strong communication skills and a background in SQL and databases. Candidates should have 7+ years of experience and a Bachelor's degree in a technical field. The company offers...

  • Senior Technical Support Engineer

    hace 2 semanas

    Xico, México Microsoft Corporation A tiempo completo

    OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and...

  • Technical Support Engineer Jr

    hace 2 semanas

    Xico, México Meride Sa De Cv A tiempo completo

    An international developer and manufacturer of fuel monitoring systems and high accuracy fuel level sensors invite you to join our team a Technical Support Engineer Jr. in Mexico**.**Required Skills**:- University degree in Electronic or Mechatronic Engineering- 1.5 year experience in a technical support/help desk environment- Very good command of English-...