Technical Support Engineer - Mexico City - Hybrid (Xico) (Valle de Chalco Solidaridad)

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 eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

Responsibilities

• Deliver a top-tier user support experience using Salesforce Service Cloud software.
• Be the customer's contact for providing accurate and creative technical solutions to user-reported problems.
• Update and document the details of issues and the steps taken to resolve them, including follow-up conversations, escalations, and resolution in the case management system.
• Create and add to knowledge base articles.
• Report defects to Engineering after lab replication, meeting escalation standards.
• Work collaboratively within the Support organization to drive support process improvements and initiatives.
• Participate in periodic weekend shifts and rotational 24x7 on-call support to provide escalation coverage to elite customers outside of regular work hours.
• Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
• Work with other organizations to convey customer concerns and requirements.

Qualifications

• Bachelor's degree in Computer Science, Computer Technology, a related technical discipline, or equivalent professional technical experience.
• Preferred 0–2 years of technical support experience in networking or security.
• Hands‑on experience with L2 and L3 technologies including Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS.
• Fluent in English and Spanish (verbal and written). Advanced or fluent in both languages is required.
• Solid knowledge of TCP/IP and the OSI networking model.
• Excellent problem-solving and multitasking skills with the ability to organize and prioritize.
• Must live within 50 miles of Mexico City.
• Preferred certifications: associate/professional level industry certifications in networking or security technologies (e.g., CCNA, CCNP).

We are committed to a diverse, equitable, and inclusive culture. As an equal-opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law. Gigamon fosters a business culture dedicated to equitable hiring.

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