Technical Support Specialist - INTL Mexico

Job Description The Senior Technical Support Specialist leads resolution of complex, high-impact technical and product-related issues while serving as the primary escalation point for Tier 1 and Tier 2 support. This role partners closely with Product, Engineering, and Operations to diagnose hardware and software issues, conduct root-cause analysis, and drive issues to resolution with strong ownership. The position strengthens overall support effectiveness through coaching, knowledge sharing, documentation, and continuous process improvement. Responsibilities include identifying recurring issue patterns, improving workflows and escalation paths, and contributing to consistent, high-quality support across B2C and B2B customers. Success requires deep technical expertise, sound judgment, cross‑functional collaboration, and the ability to perform in a fast‑paced, service‑critical environment while consistently meeting defined performance metrics. This role is fully onsite in Mexico City. Salary ranges from 25k-35k USD. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements Minimum of 5 years of experience in technical support, product support, application support, or a comparable role Proven ability to manage complex escalations in product‑or technology‑driven environments Demonstrated experience diagnosing and resolving advanced hardware and software issues, including connected devices, system dependencies, and end‑to‑end product workflows Strong analytical thinking, troubleshooting expertise, and root‑cause problem‑solving capabilities Ability to navigate ambiguity, effectively prioritize work, and maintain ownership of complex issues through full resolution Experience collaborating cross‑functionally with Product, Engineering, Operations, or related teams Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non‑technical audiences High level of organization, attention to detail, and personal accountability Hands‑on experience with support platforms and ticketing systems such as Zendesk, Jira, or similar tools Experience supporting both B2C and B2B customer environments Prior experience in a senior escalation, lead support, or Tier 3‑focused support role #J-18808-Ljbffr Insight Global