Technical Support Specialist

hace 2 días

Ciudad de México, Ciudad de México Alia Integrando Talento A tiempo completo
Job Title: Sr. Technical Support Engineer

We are seeking a highly skilled and experienced Sr. Technical Support Engineer to join our team at Alia Integrando Talento. As a key member of our technical support team, you will be responsible for providing top-notch technical support to our customers, resolving complex technical issues, and driving customer satisfaction.

Key Responsibilities:

  • Deliver exceptional customer support through Sales Force service cloud software.
  • Interact with customers/partners via case management system, phone, email, and/or shared screen sessions.
  • Provide accurate technical solutions to user-reported problems, serving as the primary point of contact.
  • Update and document issue details, steps taken, follow-up conversations, escalations, and resolutions in our case management system.
  • Participate in 24/7 on-call support rotation to provide after-hours support coverage.
  • Develop and publish knowledge articles from lessons learned.
  • Manage customer escalations, drive issues to completion, and maintain open communication with stakeholders.

Requirements:

We are looking for a highly motivated and experienced Sr. Technical Support Engineer with a strong background in cloud and virtualization technologies. The ideal candidate will possess:

  • BS or equivalent experience.
  • Minimum 2-4 years of technical services experience in cloud or networking.
  • Strong operating and troubleshooting knowledge in areas such as TCP/IP, VMware, AWS/Azure, Authentication, SSL, and test equipment.
  • Customer-facing experience in private and public cloud technology.
  • Strong operating, troubleshooting, and debugging knowledge across various virtual and cloud technologies, including configuration management tools.
  • Prefer industry certification in cloud and virtualization domains.
  • Excellent listening and people management skills.
  • Strong communication and presentation skills in verbal and written English.
  • Ability to learn new skills, work independently, and collaborate with the team.

We offer a comprehensive and competitive total compensation and benefits package, as well as a collaborative work environment. Alia Integrando Talento is an Equal Opportunity Employer. All offers of employment are contingent upon the successful completion of a background and reference check.

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