Tech Support Analyst

Salary:- Competitive- Location:- Mexico City- Country:- Mexico- Business Unit:- Operations- Vacancy Type:- Permanent- Closing Date:- 14 August 2025**Meet the recruiter**:Stephanie PassJob Title Tech Support Analyst**Salary**: CompetitiveLocation: Mexico City/HybridContract: Permanent/Full TimeWe are looking for a Tech Support Analyst who will be responsible for investigating and resolving technical support issues across hundreds of institutions globally.**We are Cambridge University Press & Assessment (CUPA), a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.**About the role**As a Tech Support Analyst, you will accept, own, investigate and resolve technical support issues on CUPA digital products globally reported directly by external or internal customers by using technical knowledge, problem solving and communication skills and techniques.Key responsibilities:- Provide technical support to external customers (administrators, users and instructors) and CUP Sales and CS teams for one or more business streams - investigate issues to successful resolution and / or liaising with senior technical team.- Accepting the customer's issue and gathering the relevant technical information.- Responsible for resolving basic customer issues.- Analyse the symptoms of a technical problem to identify the underlying problem.- Participate in review of issues with colleagues to recognise any widespread issues or potential critical customer situations that may not be evident from the outset.- Identify issues and trends in technical support issues and escalate these through the appropriate channels.- Make decisions on the next step of investigation based on the patterns of behaviour reported by the customer(s) and identifying the impact on other customers or functions. - including escalating to specialist or deeper level investigators as required.- Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams. Communicate bug fixes to customers.- Using symptoms, details and pattern of problems supplied by customer to decide if the issue is potentially a known issue and providing the appropriate solution (including workarounds).- Resolve any user or administrator procedural errors**About you**You bring previous experience in a technical support role or hold a relevant technical diploma or degree. With a foundational understanding of AI and RPA, you're a quick learner who thrives on solving problems and taking ownership of investigations. Your strong communication skills—both written and verbal—enable you to engage effectively with people at all technical levels.You're confident working independently as well as collaboratively, and you're comfortable juggling multiple priorities while maintaining attention to detail. You're proactive, enthusiastic about learning, and always looking for ways to contribute to continuous improvement.Ideally, you have a C1 level of English according to the CEFR, and you're not afraid to tackle challenges outside your comfort zone. You possess basic technical knowledge across a range of products and platforms, with deeper expertise in specific areas relevant to the business stream. You're also aware of related technologies in other streams, allowing you to approach issues with a broader perspective.**Rewards and benefits**We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:- Life Assurance- Medical Insurance- Vales de despensa- Fondo de ahorro- Aguinaldo- Prima vacacionalWe also offer flexible and hybrid working options from day one. We will consider any work arrangements if you wish to work flexibly or require adjustments due to a disability.**Why join us**- Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe - for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration._- Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet. _- #SP-LI_