Technical Support Engineer II – (Hybrid)
E
Everscale Group
📍 Mexico, Ciudad de México, Mexico
Job Description
Overview
The Technical Support Engineer II serves as the primary technical contact for platform users, playing a key role in shaping the customer experience. This role involves managing support tickets from initial intake to full resolution, troubleshooting issues, and guiding users through product functionality to ensure effective use of our enterprise solutions.
The TSE II also interacts with customers via chat, phone, or email, manages escalations from Support, Sales, and Customer Success teams, and acts as a main point of contact during product launches, maintenance windows, or service interruptions.
Requirements
- 2+ years of experience working in a technical support role.
- Knowledge of the B2B (Business-to-business) infrastructure software, technical support, and customer support markets.
- Experience in Linux/Windows/Networking administration and operations.
- Understanding and/or experience with cloud platfo...