Senior Field Technical Support Engineer (Future Project)

This role involves providing comprehensive field engineering support to designated clients, managing installation, maintenance, and incident resolution activities. The Senior Field Technical Support Engineer will execute advanced maintenance tasks and low-complexity installations, provide technical feedback for continuous service improvement, and use advanced tools to solve complex problems. The position requires 2-4 years of experience in advanced technical support and strong knowledge of hardware, software, networks, and operating systems.

Must Have

• Provide comprehensive field engineering support to clients.
• Manage on-site service activities and ensure customer satisfaction.
• Execute advanced maintenance and low-complexity installations.
• Utilize advanced technical tools for complex problem resolution.
• Identify and resolve systemic issues within the support team.
• Contribute to technical documentation and service reports.
• Bachelor's or Engineering degree in a related field, or equivalent experience.
• 2-4 years experience in advanced technical support or infrastructure maintenance.
• Advanced knowledge of hardware, software, LAN/WAN, and operating systems.
• Experience in diagnosing and resolving complex technical problems.
• Proficiency with monitoring and incident management tools.
• Ability to document technical processes and generate service reports.
• Availability for constant travel to client sites.

Good to Have

• Focus on service quality, technical leadership, and collaborative work.
• Proactive, analytical, and results-oriented attitude.

What success looks like in this role:

We are in the dissemination and recruitment stage for an upcoming opening project, which will offer job opportunities in multiple regions, including Mexico City, Guadalajara, Monterrey, and northern and southern areas.

• Provide comprehensive field engineering support to designated clients, managing installation, maintenance, and incident resolution activities.
• Comprehensively manage on-site service activities, ensuring operational quality and customer satisfaction.
• Execute advanced maintenance tasks and low-complexity installations, in accordance with client guidelines.
• Provide technical feedback on equipment, systems, and processes, contributing to continuous service improvement.
• Utilize advanced technical tools and knowledge to resolve complex problems and perform scheduled installations.
• Identify and resolve systemic problems within the support team.
• Provide technical support and mentorship to other team members, fostering collaboration and knowledge exchange.
• Contribute to technical documentation and reports to improve customer service indicators.
• Monitor technical and process issues, proactively informing the manager or team about improvement opportunities.

You will be successful in this role if you have:

Academic background:

• Bachelor's or related Engineering degree (Systems, Informatics, Networks, Electronics, or similar) completed or in progress. Failing that, candidates with a completed high school diploma and solid experience in technical support or field engineering will be considered.

Experience:

• Minimum 2 to 4 years of experience in advanced technical support, technology infrastructure maintenance, or large-scale enterprise customer service.

Technical skills:

• Advanced knowledge in hardware, software, LAN/WAN networks, and operating systems.
• Experience in diagnosing and resolving complex problems.
• Management of monitoring and incident management tools.
• Ability to document technical processes and generate service reports.

Other requirements:

• Availability for constant travel between different client locations or sites according to the assigned coverage area.
• Focus on service quality, technical leadership, and collaborative work.
• Proactive, analytical, and results-oriented attitude.