Technical Support Engineer, Mx

Hace 3 horas

Monterrey, Nuevo Leon, México Arketa Jornada completa

Manager, Technical Support Engr

Req ID: 81692

Location: Apodaca, Other, Mexico, 66628

Role Summary: The Tech Support Manager leads a team of technical support engineers to deliver high-quality support for CommScope's networking and telecommunications products. This role ensures customer satisfaction through effective troubleshooting, team leadership, and process optimization.

Key Responsibilities:

  • Manage and mentor a team of technical support engineers.
  • Oversee daily operations of the support team, ensuring timely resolution of customer issues.
  • Develop and implement support strategies to improve efficiency and customer experience.
  • Collaborate with product and engineering teams to escape and resolve complex issues.
  • Monitor support metrics and generate performance reports.
  • Ensure compliance with company policies and industry standards.
  • Provide technical guidance and training to team members.

Qualifications:

  • Bachelor's degree in Engineering, Computer Science, or related field.
  • 5+ years of experience in technical support, with at least 2 years in a leadership role.
  • Strong knowledge of networking technologies (e.g., Wi‑Fi, Ethernet, IP).
  • Excellent problem‑solving and communication skills.
  • Experience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
  • High proficiency in English is mandatory.

Preferred Skills:

  • Familiarity with Aurora products.
  • ITIL certification or similar process management experience.

Job Segment: Technical Support, Computer Science, CRM, Information Technology, IT Manager, Technology