Technical Support Engineer I - Mexico
RemoteMexico
Job Summary
Troubleshoot and resolve complex customer hardware and software issues while meeting strict SLA goals. Respond to inquiries, build knowledge base articles, and partner with Engineering to reproduce bugs and develop testbeds. Provide direct feedback to Support Management on product and process improvements to enhance the customer experience. Work collaboratively with engineers and other support locations to address medium-to-high complexity problems. Bilingual English/Spanish proficiency required with experience in Zendesk or Salesforce. B.S. in CS, Engineering, or technical field with 1-3 years in support. Remote position for candidates in Mexico; holidays and weekends may be required.
Required Qualifications
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
- 1-3 years of experience in support, engineering, or other technical roles
- Bilingual proficiency in English and Spanish
- Experience with troubleshooting and supporting hardware & software products
- Strong familiarity with using CRMs like Zendesk or Salesforce
- Technical know-how - you're comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
- Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company
- Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, accessible language for both technical and non-technical audiences
- Ability to effectively leverage AI tools to automate repetitive tasks, improve processes, and drive greater efficiency
- Strong bias for action, ability to dive deep, and insistence on the highest standards
- Ability to work in a hyper-growth environment with shifting priorities
- Willingness to work holidays and weekends as needed to meet customer demands
Desired Qualifications
- Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work
- French or German proficiency
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