Technical Support Engineer

Technical Support Engineer

Location: Mexico (Remote) Duration: Fulltime

Who We Are Looking For

We are seeking a Technical/Pricing Support Engineer with 3 to 5 years of experience in handling L1 queries via ticketing tools. The candidate should be comfortable working in shifts and able to manage:

• Incidents reported by users
• Alarms raised by monitoring tools (if any)
• Inbound requests via phone, web forms, email, chat, etc.

The role involves implementing basic, documented break-fix tasks as per defined procedures.

Technical Skills Core Requirements

1. Strong communication skills (written and verbal)

2. Excellent command of English (to collaborate with worldwide teams)

3. Intermediate or above technical skills (especially if experienced in pricing processes)

Optional Experience in Processes

1. CPQ applications support

2. Operational pricing processes (Bid Desk, Deal creation, CSSMs, AOMs)

Summary of Activities

1. Provide first-level support for internal users of Pricing Applications (PriceHub, Eclipse, PRS, HPPV, MPO, pComm, etc.)

2. Handle user incidents in TechDirect as per SLAs and priorities

3. Engage with users to understand issues, reproduce steps, and troubleshoot setup errors

4. Work with Product Owners to understand flows and processes to guide users

5. Escalate cases to higher-level support with detailed investigation notes

6. Follow up with next-level support to ensure resolution and update users regularly