Senior Environments Support Engineer (Guadalajara)

We are seeking a Senior Environments Support Engineer to complement our dynamic team. The chosen applicant will deliver exemplary customer service and technical assistance by proficiently handling customer inquiries and achieving high satisfaction ratings. This role entails addressing complex product issues through troubleshooting, community management, and cooperation with customer engineers.

Responsibilities

• Uphold the response and resolution times as defined in the Service Level Objectives
• Attain high customer satisfaction ratings and meet quality standards in 90% of cases
• Utilize troubleshooting tools and strategies to identify the root causes of inquiries and offer assessments to customers
• Record types of problems and preventive measures for retrospective analysis
• Compile reports on issues for customer engineers, form documentation, outline desired behavior or duplication steps, and propose code‑level solutions...