Lead Network Support Engineer (Guadalajara)

Overview

We are searching for a driven and skilled Lead Network Support Engineer to join our dynamic team.

The selected individual will oversee providing high-level technical support, tackle complex network-related issues, and maintain optimal network performance and security. This role demands exceptional problem-solving abilities and a pronounced focus on customer satisfaction.

RESPONSIBILITIES

• Ensure response and resolution times meet our Service Level Objectives (SLOs)
• Attain high customer satisfaction rates and maintain quality standards in at least 90% of cases
• Employ troubleshooting tools and methods to identify root causes of issues and provide assessments
• Log problem types and preventative measures for retrospective analysis
• File issue reports reactively, enhance documentation, and propose code-level resolutions for product bugs
• Support engineers in resolving complex bugs
• O...