Academic Tech Support Analyst (Xico)

Overview

Job Title: Tech Support Analyst

Salary: $18,100 - $19,500 (monthly salary)

Location: Mexico City, Hybrid

Contract: Permanent

Hours: Full time

At Cambridge University Press & Assessment, we support learners, educators and institutions around the world through trusted digital products and services. We're looking for a curious and proactive Tech Support Analyst with at least B2 level of English and a strong customer‑support mindset, who enjoys understanding users' needs, investigating technical challenges, and providing clear, supportive solutions that make a real difference to every customer they work with.

We are Cambridge University Press & Assessment (CUPA), a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

About the role

As a Tech Support Analyst, you will accept, own, investigate and resolve technical support issues on Cambridge University Press & Assessment digital products globally reported directly by external or internal customers by using technical knowledge, problem solving and communication skills and techniques.

Responsibilities

• Provide technical support to external customers (administrators, users and instructors) and CUP Sales and CS teams for one or more business streams – investigate issues to successful resolution and / or liaising with senior technical team.
• Accepting the customer's issue and gathering the relevant technical information.
• Responsible for resolving basic customer issues.
• Analyse the symptoms of a technical problem to identify the underlying problem.
• Participate in review of issues with colleagues to recognise any widespread issues or potential critical customer situations that may not be evident from the outset.
• Identify issues and trends in technical support issues and escalate these through the appropriate channels.
• Make decisions on the next step of investigation based on the patterns of behaviour reported by the customer(s) and identifying the impact on other customers or functions – including escalating to specialist or deeper level investigators as required.
• Use problem solving and researching skills to identify and escalate product and platform bugs to relevant teams. Communicate bug fixes to customers.
• Using symptoms, details and pattern of problems supplied by customer to decide if the issue is potentially a known issue and providing the appropriate solution (including workarounds).
• Resolve any user or administrator procedural errors.
• This position has been classified as a hybrid role, requiring the selected candidate to typically spend *****% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other versatile working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

About You

You bring previous experience in a technical support role or hold a relevant technical diploma or degree. With a foundational understanding of AI and RPA, you're a quick learner who thrives on solving problems and taking ownership of investigations. Your strong communication skills—both written and verbal—enable you to engage effectively with people at all technical levels.

You're confident working independently as well as collaboratively, and you're comfortable juggling multiple priorities while maintaining attention to detail. You're proactive, enthusiastic about learning, and always looking for ways to contribute to continuous improvement.

You will have a B2 level of English according to the CEFR as a minimum (C1 level is desirable). Strong written and spoken communication in English is essential, and you're not afraid to tackle challenges outside your comfort zone. You possess basic technical knowledge across a range of products and platforms, with deeper expertise in specific areas relevant to the business stream. You're also aware of related technologies in other streams, allowing you to approach issues with a broader perspective.

Reward and benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• Life Assurance
• Medical Insurance
• Vales de despensa
• Fondo de ahorro
• Aguinaldo
• Prima vacacional

Ready to pursue your potential?

Apply now. We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 10th July. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place shortly after the closing date. During the interview process, you will be asked to complete an English writing assessment. If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs. Please note that successful applicants will be subject to satisfactory background checks. We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background. We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.