Technical Support Engineer

Hace 6 días

México MFS Talento Humano Jornada completa $372,578 - $745,156 Por obra

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We are looking for a Technical Support Engineer, for a multinational company, with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team.

Key Responsibilities:

Incident resolution according to established SLAs.
Root cause analysis of product issues.
Customer case handling (end customers and internal)
Provide leadership during customer escalations and emergencies.
Analysis of logs, metrics, pcap files, and customer scenarios.
Reproducing and fixing product issues.
Coordination with R&D teams to develop solutions.
Conducting Baseline Verification Tests (BVT)
Maintenance of product support processes.
Clear documentation of solutions and issues.

Additional Responsibilities:

8×5 support during US Central business hours.
Willingness to handle P1/P2 cases in 24×7 mode on an on-call basis.
Management of the company’s Salesforce ticketing system.
Ability to connect remotely with customers to troubleshoot issues.
Generate critical incident reports and root cause analysis.

Technical Requirements:

Minimum 4+ years experience in technical support environments with emphasis on case handling.
Experience working with Unix/Linux operating systems.
Experience using K8S clusters, Helm charts.
PKI Certificated (mandatory)
Preferred: Understanding of security products (Certificate Management)
Expert communicator with excellent written and verbal skills in English.
Ability for effective virtual collaboration.
Availability for flexible schedule with some overlap with Portugal time zone.

I will looking forward your applications

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
IT Services and IT Consulting

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