Application Support Technician - 7486

Job Title: Application Support Technician

Salary: Competitive

Location: Mexico City, Hybrid working model (minimum two days per week in the office)

Contract: Permanent, Full-time

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Our mission is to unlock the potential of millions of learners worldwide—and you can be part of that journey.

About The Role

• Provide expert-level technical support to users of our global systems and platforms.
• Troubleshoot and resolve issues efficiently to minimize disruption to our services.
• Deliver tailored assistance to VIP clients, ensuring their needs are met with professionalism and urgency.
• This position will include weekend working as part of a rotating schedule.

This is a fantastic opportunity for someone passionate about technology and customer service, who thrives in a fast-paced, collaborative environment.

About You

You are a proactive, solutions-driven professional who excels at managing priorities while keeping customers informed. You remain composed under pressure, providing clear and simple explanations of complex technical issues. When challenges arise, you confidently reassure customers, ensuring they feel supported and understood.

We're looking for someone who brings:

• Excellent communication skills in both English (minimum B2 level, C1 preferred) and Spanish (native or near-native), with the ability to understand technical concepts and be able to explain them clearly to non-technical users.
• Proven experience in a technical or application support role, ideally in a global or multicultural setting. Familiarity with technical documentation best practices is a plus, including writing, reviewing, updating, and interpreting technical documentation.
• Strong troubleshooting and analytical skills, with a methodical yet creative approach to resolving issues.
• Technical proficiency in Microsoft Windows environments and web-based systems.
• Experience in training both peers and customers, with strong knowledge-sharing skills and experience developing and improving training plans and resources.

You'll also demonstrate:

• Customer focus – delivering empathetic, effective support that reflects the Cambridge brand.
• Time management – prioritising tasks and meeting deadlines in a fast-paced environment.
• Collaboration – working effectively with cross-functional teams across departments and regions in an inclusive environment.
• Ownership - taking initiative, seeing issues through to resolution, and continuously looking for improvements.
• Resilience and attention to detail – staying calm under pressure while ensuring accuracy and quality in every interaction.

A bachelor's degree in Computer Science, Information Technology, or a related field is desirable, though equivalent experience in a similar role is also welcome.

Rewards 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 benefits including:

• Life Assurance
• Medical Insurance
• Grocery Vouchers
• Savings Fund
• Year-End Bonus
• Vacation Premium

We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid-working colleagues to spend 40-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability.

Ready to pursue your potential?

What to Expect:

• Applications are reviewed continuously until the closing date.
• Interviews, including phone and panel interviews, will be scheduled on a rolling basis.
• English language proficiency will be assessed as part of the process.
• Successful candidates will be subject to background checks in line with local regulations.

If you are a technically skilled, customer-oriented professional looking to make an impact in a global organization, we'd love to hear from you!

Why Join Us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that's 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's 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.