Supervisor, Technical Product Support

*Join us at Entrust* At Entrust, we’re shaping the future of identity‑centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. *Get to Know Us* Headquartered in Minnesota, Entrust is an industry leader in identity‑centric security solutions, serving over 150 countries with cutting‑edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. We’re looking for a Supervisor, Technical Product Support (Mexico City on‑site) Position Overview The Supervisor, Technical Product Support is responsible for ensuring that Payment and Identity (P&I) customers receive support and assistance from the Technical Product Support teams. The Supervisor assesses complex issues, aligns appropriate resources, and ensures Key Performance Indicators (KPIs) are met, while regularly interfacing with senior leadership. The role also focuses on maintaining a positive customer experience by managing a team of regional support technicians that provide phone technical services to customers. Responsibilities Leadership & People Management Perform general management responsibilities such as hiring, performance management, performance reviews, and individual development activities. Monitor team performance against department standards and ensure standards are consistently met or exceeded. Assist with disciplinary decisions and actions. Act as escalation point for issues and provide leadership and guidance to the team. Provide necessary work direction and manage projects effectively through planning, organization, and project management. Review and approve expense reports and timecards. Cross Functional Collaboration Assign daily escalations to ensure customer commitments are met. Communicate effectively with external and internal customers and partners and provide information in a timely and accurate manner. Maintain high availability of contact to ensure timely and accurate response to all inquiries. Maintain contacts and relationships with internal and external teams and individuals involved in day‑to‑day business operations. Process Improvement and Training Execute policies and practices for ongoing support that maintain customer data security. Train, mentor, and support associates for cross‑functional and transferable skills. Recommend solution enhancements to improve customer experience and efficiency. Ensure that the processes of the Support organization align with the capabilities of the platforms. Personal and Technical Development Participate in company‑sponsored personal development and quality initiatives. Attend broader level technical training to stay current with new technology at Entrust. Qualifications Basic Qualifications Bachelor’s degree or equivalent education and experience. Minimum 4 years of experience working in a support capacity. Basic Microsoft Office skills. Must be able to lawfully work within Mexico. Fluent in English and Spanish. Ability to travel up to 25% of the time, including international travel. Preferred Qualifications Experience in leadership or lead role. Knowledge of Entrust Oracle applications. Robust knowledge of Entrust products. Strong presentation skills. Strong negotiation and verbal communication skills. Basic financial analysis and ability to interpret financial reporting. Six Sigma, operations and process training is a plus. Why Should You Apply? Leader in the security industry. Friendly, supportive & knowledgeable teams. Opportunities for on‑the‑job training. You’ll help secure identities Career Growth Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. Flexibility: Life is all about balance. We offer flexible options that fit your lifestyle. Collaboration: Your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together. We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves. *Ready to Make an Impact?* If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together. *Apply today* For more information, visit Entrust is an EEO/AA/Disabled/Veterans Employer. For Canadian roles, we welcome applications from qualified individuals of all backgrounds and commit to an accessible experience for candidates of all abilities. If you require an accommodation, contact Recruiter: Xochitl Ticas Lara ( ) Entrust is an innovative leader in identity‑centric security solutions, providing an integrated platform of scalable, AI‑enabled security offerings and supporting customers in 150+ countries. #J-18808-Ljbffr