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Sr. Technical Support Engineer - Mexico City

Mexico City, Mexico (On-site)

Sr. Technical Support Engineer - Mexico City

1 Month ago • 2 Years + • Administrative

About the job

2 skills required for this role

Test your skills to join the top 1% applicants for this job

salesforce

networking

Job Description

Gigamon is seeking a Senior Technical Support Engineer to join our Global Support team and provide top-tier user support. You'll be responsible for resolving customer issues, driving high levels of customer satisfaction, and collaborating with various teams. Key responsibilities include interacting with customers through multiple channels, providing accurate technical solutions, documenting issues and resolutions, creating knowledge base articles, applying advanced troubleshooting techniques, reporting defects to Engineering, and participating in on-call support. You'll also work collaboratively to improve support processes and manage customer escalations.

Must have:

Bachelor's degree in Computer Science or related field
2+ Years of Technical support experience in networking or security
Hands-on experience with L2 and L3 technologies
Advanced or Fluent in English and Spanish
Solid knowledge of TCP/IP and OSI networking model
Excellent problem-solving and multitasking skills

Good to have:

Experience with switching technologies, Stacking, QoS
Industry certifications in Networking/Security technologies (CCNA/CCNP)

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Description

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:

Deliver a top-tier user support experience using SalesForce service cloud software.

Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.

Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.

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.

Create and add to knowledge base articles in our knowledge base.

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.

Report defects to Engineering after lab replications, meeting the Escalation standards.

Work collaboratively within the Support organization in driving Support process improvements and initiatives.

Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers outside of regular work hours.

Manage customer escalations and drive issues to completion while keeping involved parties in the loop.

Work with other organizations to convey customer concerns and requirements.

What you’ve done:

Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.

2+ Years of Technical support experience in either networking or security

Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS preferred

Who you are:

Advanced or Fluent in English and Spanish (verbal and written)

Solid knowledge of TCP/IP and OSI networking model

Excellent problem solving and multitasking skills with the ability to organize and prioritize

Fun to work with – for our customers and your team

Must live within 50 miles of Mexico City

Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, e.g. CCNA/CCNP etc.

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.

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