Technical Support

Há 8 horas


LATAM Buenos AiresLATAM Sao PauloLATAM ArgentinaLATAM BrazilLATAM ColombiaLATAM PeruLATAM ChileLATAM Mexico CityLATAM EcuadorLATAM VenezuelaLATAM PanamaLATAM NicaraguaLATAM GuatemalaLATAM Costa Rica Heredia, Brasil Rad Hires Tempo inteiro

Technical Support & Pre-Sales Engineer

Location: Remote - Latam (Preferred: Mexico)
Seniority: Mid to Senior Level
Languages: Native or fluent Spanish (preferably Mexican), fluent English required

About the Role

We are seeking a Technical Support & Pre-Sales Engineer to join our global telecom operations team.
This position focuses on providing mission-critical technical support and participating in technical pre-sales for enterprise customers across Latin America.

The ideal candidate combines strong technical expertise, reliability, and customer-facing communication skills.
You'll be part of a distributed 24/7 support structure, ensuring that critical systems remain stable and responsive at all times.

Responsibilities
  • Deliver L2/L3 technical support for telecom and cloud systems under strict SLAs.

  • Participate in a rotating on-call schedule, including some weekends and public holidays, ensuring rapid response (within 5 minutes) to critical alerts.


    Note: On-call duty means being available and reachable, not continuously working. Compensation applies when activated.


  • Troubleshoot, document, and escalate incidents efficiently.

  • Collaborate with internal R&D teams to address root causes and improve system reliability.

  • Support technical pre-sales: contribute to architecture design, demos, and proposals.

  • Provide remote or occasional onsite support or training (Mexico City presence is an advantage).

Requirements
  • Native or fluent Spanish and strong English communication skills.

  • Proven experience in technical support, telecom, or network operations.

  • Deep understanding of computer networks (TCP/IP, routing, switching, VPNs, DNS).

  • Demonstrated reliability and responsiveness during critical support situations.

  • Comfortable with on-call rotations, including occasional weekends and holidays.

  • Strong problem-solving, communication, and self-management skills.

Nice to Have
  • Experience with cloud environments or clustered infrastructures.

  • Basic scripting or software exposure (Python, Go, Bash).

  • Portuguese proficiency.



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