Gigamon

Sr. Technical Support Engineer - Mexico City - Hybrid

Internal Channel Account Manager

L&OD Coordinator

Recruiter (6-month fixed term contract) - Remote from Mexico or Brazil

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At Gigamon, we protect hybrid networks and data for large organizations. We offer a deep observability pipeline to deliver network intelligence, eliminating security blind spots, optimizing traffic, and reducing tool costs. We are seeking a Senior Technical Support Engineer to join our Global Support team. This role involves collaborating across functional areas to resolve customer issues and ensure high satisfaction. The ideal candidate is a proactive self-starter, serving as a liaison between Global Support, Services, and Engineering to ensure timely resolution of technical issues.

Principal SW Engineer - Embedded (NetDevD)

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Description</h3>At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.Gigamon is seeking a Senior Technical Support Engineer to join our Global Support team and collaborate across multiple functional areas to resolve customer issues and drive high levels of customer satisfaction. The ideal candidate is a proactive self-starter with experience in fast-paced environments. This position involves serving as a liaison between Global Support, Services, and Engineering teams to ensure the timely resolution of technical issues while analyzing and reporting on customer satisfaction related to products, services, and processes.What you’ll do:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Deliver a top-tier user support experience using SalesForce service cloud software.</li><li class="leading-relaxed">Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.</li><li class="leading-relaxed">Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.</li><li class="leading-relaxed">Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.</li><li class="leading-relaxed">Create and add to knowledge base articles in our knowledge base.</li><li class="leading-relaxed">Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.</li><li class="leading-relaxed">Report defects to Engineering after lab replications, meeting the Escalation standards.</li><li class="leading-relaxed">Work collaboratively within the Support organization in driving Support process improvements and initiatives.</li><li class="leading-relaxed">Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers outside of regular work hours.</li><li class="leading-relaxed">Manage customer escalations and drive issues to completion while keeping involved parties in the loop.</li><li class="leading-relaxed">Work with other organizations to convey customer concerns and requirements.</li></ul>What you’ve done:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.</li><li class="leading-relaxed">2+ Years of Technical support experience in either networking or security</li><li class="leading-relaxed">Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS preferred</li></ul>Who you are:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Advanced or Fluent in English and Spanish (verbal and written)</li><li class="leading-relaxed">Solid knowledge of TCP/IP and OSI networking model</li><li class="leading-relaxed">Excellent problem solving and multitasking skills with the ability to organize and prioritize</li><li class="leading-relaxed">Fun to work with – for our customers and your team</li><li class="leading-relaxed">Must live within 50 miles of Mexico City</li><li class="leading-relaxed">Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, e.g. CCNA/CCNP etc.</li></ul>We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.#MEXICO#MEXICOCITYAs an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to <a href="https://www.gigamon.com/content/dam/legal/eeoc-know-your-rights.pdf" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Know Your Rights: Workplace Discrimination is Illegal.</a>We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.The privacy rights of all individuals including job applicants and candidates are very important to us. Our <a href="https://www.gigamon.com/content/dam/legal/gigamon-applicant-privacy-policy-global.pdf" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Gigamon Applicant Privacy Policy</a>, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our <a href="https://www.gigamon.com/company/careers.html" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">careers website</a>and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

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- This assessment gives us an idea of your C++ skills - Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc. - 10 Multiple Choice questions - Average time to complete: 7 to 10 minutes

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Mercury

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We are looking for a Data Scientist to partner with our Finance team to develop robust forecasts and drive data-based decision-making. In this role, you will leverage advanced analytics and predictive modeling techniques to analyze large data sets, identify trends, and generate insights that inform product roadmaps and financial planning. You will collaborate closely with cross-functional stakeholders in Product to refine forecasting processes, improve accuracy, and help shape company strategy through data-driven recommendations.

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In the 1950s, Norman Borlaug embarked on an effort to breed a new type of wheat that was disease-resistant and had higher yields. In the outskirts of Mexico City, he combined his background of agricultural research and theoretical knowledge with careful experimentation and diligent data collection to run over 6,000 experiments - and he was ultimately successful, kicking off the “Green Revolution” that increased global crop yields by an estimated 44% and earned him a Nobel Prize.We are looking for a Data Scientist to partner with our Finance team to develop robust forecasts and drive data-based decision-making. In this role, you will leverage advanced analytics and predictive modeling techniques to analyze large data sets, identify trends, and generate insights that inform product roadmaps and financial planning. You will collaborate closely with cross-functional stakeholders in Product to refine forecasting processes, improve accuracy, and help shape company strategy through data-driven recommendations.Here are some things you’ll do on the job:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Partner with Finance and Product stakeholders and other cross-functional teams to identify impactful business questions, conduct deep-dive analysis, translate data insights into actionable recommendations and communicate findings to audiences at all levels to inform data-driven decisions.</li><li class="leading-relaxed">Build a forecasting platform that can be used across Mercury. Can be used with a variety of inputs to forecast (e.g., users, revenue, profit) and model types.</li><li class="leading-relaxed">Define and analyze metrics that inform tactical decisions and overall strategy for teams that allow us to monitor the health of our products.</li><li class="leading-relaxed">Educate teams on how to best use data and define best practices for making decisions on prioritization, experimentation, data models, and more. Use forecasting techniques to better understand our customer base, business economics, and potential growth levers.</li><li class="leading-relaxed">Collaborate with other Data Scientists and Data Engineers to build and improve data pipelines, tools, and infrastructure to streamline data collection, processing, and analysis workflows, and ensure the integrity, reliability, and security of data assets.</li><li class="leading-relaxed">Influence engineering, design, and business teams to implement data-based recommendations that will improve entrepreneurs’ lives and generate revenue for Mercury.</li></ul>You should:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Have 5+ years of experience working with and analyzing large datasets to solve problems and drive impact.</li><li class="leading-relaxed">Have strong forecasting experience including methodologies such as ARIMA and Prophet to apply to problems such as LTV and CAC.</li><li class="leading-relaxed">Able to work independently with Finance.</li><li class="leading-relaxed">Have fluency in SQL, and other statistical programming languages (e.g. Python, R, etc.).</li><li class="leading-relaxed">Have experience building scalable data pipelines and ETL processes with DBT and understand different database structures.</li><li class="leading-relaxed">Have the ability to proactively ask questions, turn them into analyses, and make your case to various stakeholders, including senior leadership.</li><li class="leading-relaxed">Be super organized and communicative. You will need to prioritize and manage projects to maximize impact, supporting multiple stakeholders with varying quantitative skill levels.</li><li class="leading-relaxed">Be familiar with analytical models/analysis used to support product teams.</li></ul>The total rewards package at Mercury includes base salary, equity (stock options), and benefits.Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.Our target new hire base salary ranges for this role are the following:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">US employees (any location): $200,700 - 250,900 USD</li><li class="leading-relaxed">Canadian employees (any location): CAD 189,700 - 237,100</li></ul>*Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A, and Evolve Bank & Trust, Members FDIC.Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using <a href="https://getcovey.com/product/covey-scout-inbound" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Covey Scout for Inbound</a>on January 22, 2024. Please see the independent bias audit report covering our use of Covey <a href="https://getcovey.com/nyc-local-law-144" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a>.#LI-AC1Create a Job AlertInterested in building your career at Mercury? Get future opportunities sent straight to your email.<a href="https://my.greenhouse.io/users/signin?jobboard=mercury&source=jobalert" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Create alert</a>Apply for this job------------------<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">indicates a required field</li></ul>Autofill with GreenhouseFirst Name*Last Name*Email*Phone*Resume/CV*AttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfCover LetterAttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtf---LinkedIn ProfilePortfolioWebsiteUpload anythingAttachAttachDropboxGoogle DriveAccepted file types: pdf, doc, docx, txt, rtfPast work, references, side projects, fun facts, recent poetry, etc.Will you now or at any time in the future require visa sponsorship?*Select...From where do you intend to work?*Please list city and state/province (San Francisco, California, Toronto, Ontario, etc.)Submit application

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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Programming Patterns

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Object Oriented Programming

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