Customer Support EngineerIrc296722 (Guadalajara)

Location: Mexico

Job Summary

Provides technical support covering the full life cycle of client’s products to external customers and partners. Diagnoses and debugs technically complex software in networked and virtualized environments. Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering. This role is a 24/7 rotation position.

Job Responsibilities

• Good standard of verbal and written English and a professional telephone manner.
• Can convey technical information at the appropriate level for any audience.
• Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers.
• Approaches challenges with a proactive problem‑solving mindset, independently analyzing complex customer issues and proposing resolutions.
• Committed to providing excellent customer experiences with a strong focus on empathy and advocacy.
• Self‑motivated and adaptable, able to thrive in a distributed work environment, ensuring seamless communication and collaboration.
• Additional written and spoken languages (French and other European languages) are an advantage but not essential.
• Leverages individual and team knowledge and expertise, knowledge base, documentation and other information sources to help solve problems.
• Good time management skills and demonstrated ability to effectively prioritize own workload.
• Able to troubleshoot, debug and reproduce customer scenarios.
• Logical thinker with analytical and problem‑solving skills.
• Learns rapidly through both formal and informal training.
• Required to be adaptable, detail‑oriented and organized with the ability to multi‑task.
• Works toward becoming a recognized Subject Matter Expert in one or more products or features.