Support Engineer (Guadalajara)

ResponsibilitiesMaintain response and resolution speed as defined by SLOsEnsure high customer satisfaction and follow quality standards in 90% of casesUse troubleshooting tools and techniques to identify root causes and provide assessmentsPerform internal classification of queries and document preventative actionsFile issue reports, build documentation, suggest code-level resolutions, and assist engineers in resolving complex bugsConduct community management tasks as neededHandle cases involving customer-specific architectural design requirementsFollow notification and escalation proceduresAdhere to communication standards when addressing operational issuesRequirements2+ years of experience working in technical support or a 24x7 environmentB2+ English levelStrong customer service and customer experience skillsEffective and clear communication skillsAbility to communicate technical concepts in a structured mannerAbility to work effectively in a global teamAdvanced knowledge of Linux ...