Senior Support Specialist

Seeking a technical support professional with extensive experience in high-demand environments to handle a high volume of support tickets while ensuring quality and customer satisfaction.

Location: Mexico

Responsibilities

• Manage a high volume of support tickets (approximately 1,600 cases per year).
• Diagnose and resolve complex technical issues involving logs, APIs, and databases.
• Provide excellent customer support and communication, especially in Spanish.

Requirements

• 3 to 4+ years of experience in Technical Support, Help Desk, or Customer Success roles (Tier 2 / Tier 3).
• Proven experience in high-volume ticket environments (minimum 1,000 cases/year).
• University or technical degree in Systems, Computer Science, Telecommunications, or related field (or equivalent experience).
• Proficiency with ticketing tools like Zendesk, Jira Service Management, or similar.
• Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools like Datadog.
• Familiarity with relational databases and basic SQL for diagnostics.
• Experience with SaaS platforms and enterprise software architectures.
• Ability to make decisions under pressure with incomplete information.
• Logical and structured thinking for diagnosing and resolving complex problems.
• Excellent written and oral communication skills in Spanish; intermediate English skills.
• Autonomy and proactivity in workload management.
• Customer-focused with an emphasis on definitive resolution.
• Resilience and composure in high-stakes, incident-driven scenarios.

Benefits

• Opportunity for growth into roles such as Integrations, Engineering, Operations, or Team Lead.

Additional Information

• Originally posted on Himalayas.