IT Support Engineer

hace 4 días

Ciudad de México, Ciudad de México Jotelulu A tiempo completo
About this role

We are revolutionizing the cloud services landscape by providing top-tier cloud solutions tailored for Small and Medium-sized Enterprises. As an IT Support Engineer, you will play a key role in ensuring our partners receive outstanding technical support and guidance throughout their journey with us. This position is vital to our success, as it directly impacts customer satisfaction, retention, and growth.
We are looking for a technically skilled individual who is also personable, flexible, and empathetic. Someone who not only resolves support tickets but also builds strong relationships with our partners, empowering them to get the most out of our platform through proactive support and clear communication.
If you are passionate about cloud technology, technical support, and solving complex challenges, we'd love to hear from you

You will
  • Provide exceptional support: Assist partners with technical issues related to our cloud services, ensuring timely and effective resolution.
  • Onboard new partners: Guide new partners through the onboarding process to ensure a smooth transition and thorough understanding of our platform.
  • Act as a liaison: Collaborate with sales, product, and engineering teams to relay partner feedback and contribute to product and service improvements.
  • Monitor and improve: Track partner satisfaction metrics and proactively work to enhance the customer experience.
  • Troubleshoot technical problems: Diagnose and solve complex technical issues, drawing on your knowledge of cloud services and infrastructure.
  • Document solutions: Maintain detailed documentation of support cases, resolutions, and best practices.
  • Educate and empower: Deliver training sessions and provide resources to help partners maximize the value of our services.
Languages
Fluency in Spanish and English is required.

What we are looking for
This position is based in Ciudad de México, and we are looking for someone who meets the following profile:
  • Experience: 3+ years in a technical support or customer success role, preferably within the cloud services or technology sector.
  • Problem-solving mindset: Ability to diagnose complex issues and provide effective solutions quickly and efficiently.
  • Communication: Excellent verbal and written communication skills in Spanish, with the ability to explain technical concepts even to non-technical audiences.
  • Customer-focused: A passion for helping partners and ensuring their success with our platform.
  • Adaptability: Comfortable working in a fast-paced, startup environment where priorities can shift rapidly.
  • Team player: Collaborative mindset with the ability to work cross-functionally within the company. We're looking for a person who's willing to contribute and thrive in an open culture based on communication and continuous improvement.
  • Education: A degree in Computer Science, Information Technology, or a related field is preferred but not required. An individual passionate about IT and eager to keep learning
  • Technical skills:Strong understanding of cloud computing, networking, and virtual infrastructure. Familiarity with platforms such as AWS, Azure, or Google Cloud is a plus.
    • Proficiency with Windows Server environments and its main services. Microsoft Certifications (MCP, MCSE or equivalent) is a must.
    • Knowledge of Linux system administration, LPIC-1, LPIC-2 or equivalent are a plus.
    • Experience working with Jira/Confluence is a clear asset.
    • Experience with Hypervisors: VMWare, Hyper-V, etc.
    • Knowledge of LAN/WAN, VPNs, and network security best practices.
    • Cisco Certs (CCNA, CCNP) and/or CompTIA Network+ are also needed.
    • Experience working with monitoring systems,  such as Zabbix, is highly rated

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