Support Engineer

About the Role

We are looking for an experienced Support Engineer to join our team on a contractor basis in Mexico. The ideal candidate brings strong customer-facing experience, excellent technical troubleshooting skills, and the ability to support solution deployments in the telecommunications or technology sector. This role involves close collaboration with clients, internal engineering teams, and project stakeholders to ensure smooth post-sales support and exceptional customer satisfaction.

Key Responsibilities

• Provide customer support, technical assistance, and post-sales engineering services to international clients.
• Support solution deployments, system configuration, and troubleshooting activities in both remote and on-site settings.
• Serve as a primary technical point of contact for assigned clients.
• Investigate and resolve technical issues using ticketing systems and support tools.
• Document configurations, troubleshooting steps, and process updates in clear technical documentation.
• Deliver client-facing presentations, training sessions, and status updates as needed.
• Collaborate with engineering, product, and operations teams to escalate and resolve complex technical issues.
• Ensure customer expectations are effectively managed and aligned with project requirements.
• Maintain organized workflows and handle multiple priorities in a fast-paced environment.
• Travel internationally (up to 60%) to support customer deployments, training sessions, and on-site troubleshooting.
• Provide support outside standard business hours when required.

Required Qualifications

• Minimum 5 years of experience in customer support, technical support, or post-sales engineering roles, preferably in technology or telecommunications.
• Proven experience supporting solution deployments and troubleshooting in customer-facing environments.
• Solid understanding of networking fundamentals (e.g., IP networking, VPN, routing).
• Familiarity with hardware and software deployments in telecommunications or related technology environments.
• Ability to read, understand, and create clear technical documentation.
• Proficiency with collaboration and communication tools (MS Teams, Zoom, Slack, email clients).
• Skilled in using ticketing systems and support platforms to track interactions and issues.
• Strong verbal and written communication skills in English; Spanish is a strong asset (native Spanish preferred).
• Confident presenting to clients and internal technical teams.
• Strong organizational skills and ability to manage several priorities simultaneously.
• Valid passport and ability to meet international visa requirements.
• Willingness to travel internationally up to 60% of the time.
• Flexibility to work outside normal business hours when required by client needs.
• Customer-first mindset with excellent interpersonal skills.

Preferred Qualifications

• Experience in the telecommunications industry (radio, networking, or related technologies).
• Additional languages (preferably Spanish or Portuguese).
• Experience in remote field support or on-site technical deployments.

Our Offer

• Work in a fast paced startup environment full of growth opportunities.
• Travel as part of the work arrangement, this role would at points be traveling  to Polus clients across the globe.
• Highly flexible work schedule (no strict 9-5 stuff)
• Company sponsored learning and development opportunities.
• A small yet culturally diverse team, spanning almost every single continent.

EEO Statement

Polus is committed to equal employment opportunity and providing a workplace free from discrimination or harassment. All hiring decisions are based on individual qualifications, job requirements, and business needs, without regard to race, gender, age, religion, national origin, disability, sexual orientation, gender identity, or military status.