Customer Service Engineer -soc/ Hybrid in Cdmx (Polanco)

Lead - Customer Service Engineer - SOC/ Hybrid in CDMX

Position is part of the Service Operations Centre (SOC), acting as a single point of contact for customers in the international division. The primary responsibilities include managing incidents and customer requests by ensuring incident or request reception, analysis and troubleshooting, resolution or escalation, case closure, and providing high‑level customer service.

Essential Qualifications

• Education: Bachelor's Degree in Electrical, Electronics, Telecommunications.
• Languages: Fluent English (proficiency required).
• Experience: 6 to 8 years telecommunications experience, preferably for a service provider.
• Certifications: CCNP/CCIE and similar level SDWAN certification or any basic network‑security certification.
• Technical knowledge: IP addressing, routing protocols (BGP, OSPF, etc.), VPN/IPsec technology, security (firewalls, proxies such as Fortinet/Zscaler/Paul Alto), OSI layers, and Layer 1/2 technologies (xDSL, Ethernet, leased lines, wireless).
• Soft skills: Strong customer focus, excellent oral and written communication, teamwork, listening, coordination, result focus, ability to work under pressure, and strong problem‑solving aptitude.
• Software proficiency: Microsoft Office Suite.

Requisite Skills

• 6 to 8 years telecommunications experience, preferably for a service provider.
• CCNP/CCIE and similar SDWAN certification.
• In-depth knowledge of IP addressing, routing protocols (BGP, OSPF, etc.).
• In-depth knowledge of VPN/IPsec technology.
• Understanding of security, firewall, proxy (Fortinet/Zscaler/Paul Alto).
• Knowledge of OSI layer and Layer 1/2 technology (xDSL, Ethernet, leased lines, wireless).
• Strong customer focus and excellent communication skills.
• Coordination and result‑focused, ability to push and escalate.
• Work effectively under pressure and autonomy.
• Proficient with Microsoft Office Suite.
• Excellent aptitude for problem‑solving and analysis.
• Ability to learn, initiative.

Functions

• Understand customer issue/requirement and capture in ticket/system.
• Support the desk to resolve issues.
• Troubleshoot to isolate and resolve level 3 incidents/queries.
• Escalate to next level or partner to resolve incidents within SLA.
• Review and perform impact analysis for changes, execute complex changes followed by post‑check.
• Participate in technical and design discussions with customer and Solution.
• Run and analyze traffic reports, IP configuration.
• Coordinate and participate in troubleshooting efforts between departments and vendors.
• Manage and monitor Planned Maintenance.

Job Type

Hybrid (remote‑hybrid in 11560, Colonia Polanco, CDMX).

Location

Mexico City (Polanco - SantaFe). Remote hybrid in 11560, Colonia Polanco, CDMX.

Salary

Open, based on experience. Sueldo: A partir de $20,000.00 al mes.