Technical Support Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Serve as the primary point of contact for our customers, managing tickets and urgent requests in accordance with SLAs.

• Assist customers throughout the implementation and production phases of Menlo products.

• Diagnose, replicate, and investigate technical issues.

• Maintain internal databases with solutions, insights, and customer feedback.

• Collaborate with Product, Sales, and Marketing teams to exchange valuable insights.

• Proactively engage with customers, follow up on outstanding issues, and present new features.

• Monitor social media channels and provide support as necessary.

• Contribute to the development and upkeep of our knowledge base.

⛳️ Requirements

• A minimum of 2 years of experience in Tier 2 Technical Support, preferably in cybersecurity or software.

• Strong practical knowledge of Linux and Windows operating systems.

• Understanding of network protocols, including TCP/IP, HTTP, proxies, and load balancers.

• Proven experience in troubleshooting complex technical issues with a customer-centric approach.

• Excellent communication skills and fluency in English.

• A team player with high energy and empathy.

• Familiarity with SaaS platforms is beneficial, with GCP experience being a plus.

• Knowledge of Kubernetes infrastructure is an asset.

• A BS in Computer Science or equivalent experience is required.

• Willingness to work during off-hours as necessary.

• Availability for on-call weekend services as needed.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Opportunities for professional development.