Technical Support Mgmt
hace 6 meses
Job Duties:
Provide first-level supervision to a group to Level 1 - Level 3 support engineers, managing workload, response, resolution, and quality. Monitor and manage support engineer queues and escalate issues as necessary. Ensure SLA´s are honored and premium support accounts are managed properly. Perform case reviews and provide 1:1 monthly feedback to the team ensuring there is continuous improvement. Highlight areas of improvement and recommend changes in methods, processes, and tools. Monitor and manage operational and customer satisfaction metrics to meet organizational goals. Ensure TAC engineers have the proper training, tools and environment according to business needs in order to have full technical support coverage. Handle manager escalations and follow up on customer satisfaction surveys. Build and maintain strong relationships with the sales teams. Recruit, hire, and retain engineers for the assigned support center, so the support processes can continue. Maintain a great working atmosphere that allows personal and professional development to each one of the team members. Define, document, enforce and enhance processes that speed up the resolution times from a customer service standpoint. Define, document, enforce and enhance processes that allow better visibility to how support is contributing to customer service satisfaction. Collaboratively work with peers within Latin America and AMER region, in order to work on initiatives that can help to give better service to our customers, partners, and the security community in general. Manage relationships with customers, partners, and corporate organizations to enhance technical support processes and drive customer satisfaction. Give proper follow-up to escalations, high priority tickets, or potential issues promptly in advance, so the assigned TAC engineer can be aware and proactively work on the next step. Pinpoint high visibility accounts and take proactive measures towards customer satisfaction. Establish, document, and enforce processes that allow higher efficiency and productivity. Align strategies to proactively avoid potential issues in any of the post-sales processes established. The constant follow-up to processes making sure they are maintained properly. Generate reports to monitor team and individual engineers' KPIs, SLA´s and metrics.Job Experience / Abilities Required:
Ability to think creatively to develop new solutions to problems. Ability to align support to customer service processes. Ability to create a vision, establish a plan, and ensure plan execution through success. Ability to coach others. Experience in a technical support role in a networking/security company or equivalent education. Strong analytical skills; troubleshooting and/or problem-solving. Demonstrated leadership skills. Previous direct customer interaction, preferably in a supervisory role. Experience as a technical support manager is a plus. Full knowledge of all relevant business policies and practices. Strong ability to energize and lead others. Ability to handle conflict situations. Previous experience leading teams is a must. Bilingual: Strong oral and written communication skills, both in Portuguese and English. The ability to speak Spanish is a plus. Flexible work schedule. Good technical knowledge of computer networks and Internet security Excellent organizational skills. Adaptable and flexible, operating in a fast-paced, dynamic environment. Ability to work and make quick decisions under pressure. Willing to travel around 20% of the time.Education/Certifications:
Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority in the USA or Mexico. Must have a valid working visa/permit for the site you are applying to and no restrains to travel to Canada, the USA, and Mexico.-
Technical Support
hace 4 semanas
Mexico City 1210 Kyndryl Mexico S. de R.L. de C.V. A tiempo completoWho We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The...
-
Technical Support Engineer
hace 7 meses
Mexico City Singular A tiempo completoThe role We are seeking a Technical Support Engineer US team, with exceptional technical, organization and communication skills to join our growing team. A customer-focused individual responsible for handling customer and partner support. An exceptional technical aptitude, with precise written and verbal communication skills, who finds it easy to speak...
-
Senior Technical Support Specialist
hace 5 meses
Mexico City Emplifi A tiempo completoJob Summary As a Senior Technical Support Specialist within our Global Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction....
-
Technical Support Engineer
hace 1 mes
Mexico City Okta, Inc. A tiempo completoGet to know Okta Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...
-
L2 Production Support
hace 4 meses
Mexico City Capgemini A tiempo completoRH: Dacia GonzálezPosition: L2 Production Support EngineerLocation: Remote - MexicoIndustry - Sector: Financial Services – BankingWhat you’ll do? L2 Production SupportWhat you’ll bring: Experience as a L2 support engineerGood communication skills with ability to articulate the technical and functional aspects of development/production problem to help...
-
Technical Support Analyst
hace 3 meses
City, México PayJoy A tiempo completo**About PayJoy** PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the...
-
Technical Support Analyst
hace 7 meses
Mexico City Clarivate A tiempo completoWe are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate! As first point of contact, you will be responsible for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. Your main purpose is to diagnose and resolve both technical and product functional inquiries....
-
Technical Support Engineer
hace 6 meses
Mexico City Alia Integrando Talento A tiempo completoA leading IT services company that helps businesses monitor and support cloud and data services infrastructure networks, is looking for its next Technical Support Engineer.Requirements:5 years of Techincal Support Experience in either networking or security Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal...
-
Technical Support Engineer 2
hace 7 meses
Mexico City Datadog A tiempo completoTechnical Support Engineer 2 Mexico City, Mexico Technical Support Engineer 2 We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via...
-
Technical Support Agent
hace 2 meses
Mexico City GoFleet A tiempo completoTechnical Support AgentIn Office | Mexico CityAbout the company:We're a leader in fleet management, delivering advanced telematics solutions to minimize vehicle downtime. Our mission is to provide exceptional, tailor-made services using cutting-edge technology. We provide fleet management hardware, an AI-driven software platform, and fleet management...
-
Technical Support Engineer
hace 2 meses
Mexico City Gigamon A tiempo completoDescription At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate...
-
Staff Technical Support Engineer
hace 5 meses
Mexico City Lenovo A tiempo completoDescription and Requirements The Lenovo Infrastructure Solutions Group (ISG) Premium Services Support Engineer is a critical member of the Lenovo ISG Services Delivery team. Strong technical skills, complex problem isolation skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best...
-
Sr. Technical Support Engineer
hace 2 meses
Mexico City Gigamon A tiempo completoDescription At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate...
-
Technical Support Representative
hace 3 meses
Mexico City Verifone A tiempo completoWhy Verifone For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide. Verifone has a diverse, dynamic and fast paced work environment in...
-
Technical Support Engineer
hace 6 meses
Mexico City Fortinet A tiempo completoJob Duties and Responsibilities: Advanced troubleshooting on FORTIGATE products Collection, analysis, and change recommendations of configuration information. Collection and analysis of customer network information. Collection and initial analysis of packet trace information. Recommend corrective actions based on analysis, Manage customer communication and...
-
Technical Support Engineer 1
hace 7 meses
Mexico City Datadog A tiempo completoTechnical Support Engineer 1 - Mexico City Mexico City, Mexico
-
Technical Support Representative
hace 4 semanas
Mexico City Teva Pharmaceuticals A tiempo completoThe opportunityIT Services and Support is looking for experienced Technical Service Representatives, Global Workplace Support Services to be part of the IT service desk team providing L1 support across Teva. An ideal candidate will bring a combination of hands-on technical and good communication capabilitiesHow you’ll spend your day Advise and guide end...
-
Staff Technical Support Engineer
hace 2 meses
Mexico City Gigamon A tiempo completoDescription At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate...
-
Senior Technical Support Engineer
hace 1 mes
Mexico City Palo Alto Networks A tiempo completoJob DescriptionYour CareerYou will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key...
-
Premium Account Technical Support Specialist
hace 1 mes
Mexico City Nuvei A tiempo completoThe world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and...