L2 Support Specialist

hace 6 días


Ciudad de México SQDM A tiempo completo

Buscamos un(a) L2 Support Specialist para soporte técnico **Nível 2 (L2)**, enfocado(a) en análisis, troubleshooting y resolución de incidentes, coordinación con clientes/partners y aseguramiento de SLAs. Requiere **inglés B2 con speaking diario** y disponibilidad para esquema de trabajo presencial: 4 dias en oficina 1 día remoto.

**Responsabilidades principales**
- Diagnóstico y resolución de incidentes **L2** y atención de queries de producto
- Gestión de incidentes, reportes y preparación de **RCA**.
- Coordinación técnica con cliente, L1/NOC, L3, partners, carriers, ISPs y equipos on-site.
- Participación/organización de puentes técnicos (technical bridge calls) y seguimiento a workarounds/soluciones permanentes.
- Soporte a actividades on-site cuando aplique (conectividad, logística técnica, instalación/configuración, etc.).
- Soporte con esquema **24/7 on-call** (según turnos/rotación).

**Requisitos**
- 4-6+ años en soporte/operaciones (idealmente telco, IoT, VAS u O&M).
- Linux/Solaris y scripting (Shell); **Python deseable**.
- SQL sólido + comprensión BD (Oracle/MySQL).
- Conocimiento de redes/protocolos (ideal: GSM, SS7/SIGTRAN/Diameter; MAP/CAMEL/INAP, etc.).
- Herramientas deseables: Wireshark, Postman, Jenkins, Ansible; nociones de API workflow/testing.
- Inglés B2 con speaking diario.


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