Senior Support Engineer

Are you a highly skilled and customer-focused Support Engineer with a passion for cutting-edge WiFi technology? Do you thrive in a dynamic environment where you can make a significant impact? We're seeking a Senior Support Engineer to join our team, with a primary focus on enabling the success of one of our key partners, Telmex, and their customers.

**About the Role**:
As a Senior Support Engineer, your core responsibility will be to ensure successful outcomes with the Purple product for Telmex and their customers. This will involve significant direct engagement and an on-site presence at Telmex offices in Mexico City for 2-3 days per week. Beyond this dedicated focus, you will also play a crucial role in providing broader technical support across our LATAM region, handling general support tickets and contributing to overall customer success across the continent. This dual focus demands a strong service mindset combined with advanced technical proficiency.

**Why join Purple?**

Our values are at the heart of what we do and we’re all about getting the job done whilst having fun with no BS and no politics. We’re all about development, and embedded within the business is the value of know your stuff, keep learning, which means we support our people to continuously develop their knowledge and skills. You really won’t regret taking the next step in your career by helping turn the world Purple

**What you will do**

**Telmex Dedicated Support**:

- Serve as the primary technical point of contact for Telmex, directly engaging with their teams and end customers to resolve complex issues and drive product utilization.
- Provide direct on-site support at Telmex offices in Mexico City 2-3 days per week to build strong stakeholder relationships.
- Proactively identify and mitigate potential problems by leveraging extensive knowledge of the Purple WiFi product and its Telmex-specific deployment.
- Conduct comprehensive ongoing education on Purple WiFi for Telmex stakeholders to enhance product awareness and capability.
- Provide dedicated on-site support for critical live events, such as the F1 Grand Prix in Mexico, ensuring optimal Purple WiFi setup and performance.

**Broader LATAM Support**:

- Assist with general support tickets within the LATAM region, leveraging your expertise to resolve diverse customer issues.
- Actively contribute documented insights and feedback into the business from both Telmex and other LATAM customer interactions to drive continuous product and service improvement.
- Share knowledge with colleagues, including specific learnings and best practices derived from the Telmex environment and other LATAM deployments.

**Requirements**:
**What You'll Bring**:

- Technical Proficiency: A solid understanding of WiFi products and technologies, including:- Knowledge of equipment and access points such as CISCO MERAKI, ARUBA and RUCKUS brands.
- Knowledge of captive portals across different manufacturer devices.
- Experience in designing and delivering training.
- Customer-Centric Approach: A strong service mindset with the ability to provide an exceptional customer experience.
- Problem-Solving Skills: Proven ability to efficiently and accurately handle complex technical issues and manage high-priority escalations.
- Communication Skills: Fluent in both English and Spanish, with the ability to communicate comfortably with customers, partners, and end-users via multiple channels.
- Relationship Building: Demonstrated ability to build and maintain effective working relationships with key stakeholders.
- Adaptability: Ability to operate effectively both independently on-site at Telmex and as part of a wider remote support team.
- Availability: Ability to flex working hours to cover weekends where needed, particularly for live events, and willingness to travel to support live events in Mexico and potentially other LATAM countries.
- Location: Must be based in Mexico City and able to work directly in customer offices 2-3 days per week.

It would be a bonus if you have previous experience working with Telmex or other telco providers in the LATAM region.

**Benefits**

**Our values**
- Make it happen - We own things and get them done whatever it takes.
- Playful and positive - Life’s too short to take things too seriously, we like to have fun while we’re working and we love positivity - and yes the glass is half full.
- In it together - We all have our day jobs to do, our OKRs to hit and projects to complete but we’re always available to help for the greater good of the business.
- No bullsh*t, no politics - Seriously We want to enjoy coming to work and that stuff doesn’t make it pleasant.
- Know your stuff, keep learning - We value people who have knowledge and have a thirst for more of it, lots more of it.
- No drama - Things don’t always go right as much as we try, having a hissy fit over it won’t help the situation and you won’t find that here.
- Raise the bar - we want to win, so we aim high, take c