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Customer Support Engineer (LATAM)

LightMetrics, Inc.Mexico

Hace más de 30 días

Tipo de contrato

Teletrabajo

Descripción del trabajo

LightMetrics Technologies Pvt. Ltd | Full time

We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support. The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product / process-related issues while ensuring timely and accurate responses to customer inquiries.

Requirements

Education & Experience :

Bachelor’s degree in computer science, IT, or a related field (or equivalent experience).
8+ years of experience in technical support, helpdesk, or IT support roles.
Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira ServiceDesk).
Fluent in English, Spanish, Brazilian Portuguese, and ideally additional languages.
Location : Currently residing in Mexico & experience working in Latin America markets.

Preferred Skills (Bonus) :

Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.

Soft Skills :

Strong analytical and problem-solving abilities.

Excellent written and verbal communication skills.

Patience and empathy when dealing with customers.

Key Responsibilities :

Technical Troubleshooting :

Diagnose and resolve software, hardware, and network-related problems.

Hands-on experience working with REST API troubleshooting API calls, SQL queries.

Basic knowledge of Authentication / Authorization : OAuth, JWT, SSO.

Basic Web Security : Understanding CORS, XSS, CSRF, SSL / TLS issues.

Log Analysis : grep, awk, sed, log aggregation tools.

Scripting knowledge (Python, PowerShell, Bash) for automation.

Reproduce and document bugs for the product / engineering teams.

Guide customers through step-by-step solutions or provide workarounds.

Customer Communication :

Provide clear, concise, and professional responses to customer inquiries.

Maintain high customer satisfaction by ensuring effective follow-ups and updates.

Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.

Participate in team meetings to discuss trends, challenges, and process improvements.

Ticket Management :

Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).

Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements).

Escalate complex issues to senior engineers or development teams when necessary.

Documentation & Knowledge Sharing :

Create and update internal and customer-facing knowledge base articles.

Familiarity with documentation tools such as Confluence, Wiki.js, or Freshdesk or similar.

Document troubleshooting steps, solutions, and best practices.

We are growing fast, which means you will have a key role in shaping our future. There is high potential for growth, with talented colleagues in a rapidly expanding company. We offer compensation that is industry-leading, with significant upside based on meeting targets. Our work environment is friendly and supportive, fostering a great culture.

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Customer Support Engineer • Mexico