Support Engineer

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Provide first-level technical support for technology-driven commercial services and customer-facing solutions.

• Address customer support inquiries directly.

• Identify customer requirements and suggest suitable solutions or capabilities.

• Thoroughly evaluate symptoms to determine the root causes of incidents.

• Assist customers in resolving issues and provide functional training.

• Ensure adherence to Service Desk Operating Procedures and Service Level Agreements.

• Serve as a customer advocate, managing inbound requests until resolution.

• Handle and resolve customer inquiries within set service levels.

• Oversee and assist in resolving functional escalations from agents at partner locations.

• Engage with the client's Customer Community.

• Cultivate subject matter expertise in customer-facing applications and internal service desk tools and technologies.

• Forward relevant requests to advanced functions within the service model.

• Provide after-hours support for critical incidents when necessary.

⛳️ Requirements

• A two-year degree in a technical field is preferred.

• At least 1 year of experience in technical support or a similar role is required.

• A minimum of 1 year of experience in a call center environment or equivalent is required.

• Strong analytical and interpersonal skills are essential.

• Outstanding oral and written communication abilities are needed.

• Demonstrated teamwork skills and the capability to work effectively in a matrix environment.

• Proficient technology problem-solving skills are necessary.

• Familiarity with XML and Web Services solutions is advantageous.

• Experience with databases, SQL, JavaScript, and HTML/CSS is a plus.

• Basic understanding of AS2 is required.

🏝️ Benefits

• Comprehensive company-paid medical insurance.

• Mental health programs available.

• Five undocumented sick leave days per year.

• Regular internal meetings, conferences, and workshops.

• Udemy license provided.

• Language courses offered.

• Company-sponsored certifications.

• Paid vacation of 20 working days.

• Observance of local bank holidays.

• Fully remote work option.

• Internal Mobility Program available.

• Opportunities to work on global projects with international and rapidly growing clients.

• Regular team-building activities.

• Supportive team environment, open-door policy, and informal atmosphere.