About the role:

The TSE II is the first-line technical contact for LogicMonitor (LM) product users and contributes significantly to the LM customer experience. As the primary interface for incoming technical issues, the TSE will log and manage support tickets from receipt to 100% resolution. The TSE II will enhance the product experience by resolving customer issues, educating users on LM functionality, and providing helpful solutions within the product.

Responsibilities:

? Interact with customers via chat, phone, or email on escalated cases.

? Define, report, and share assigned metrics to provide transparency on team activity, productivity, and efficiency.

? Establish clear performance goals and professional development opportunities for the TSE team.

? Manage escalations received through Technical Support, Sales, or Customer Success teams.

? Act as a key point of contact for customers during product launches, maintenance windows, or service issues (outages, etc.).

? Handle high-level clients through personal interactions related to technical support issues.

Modality and schedule:

? Hybrid position, it is required to live within the Mexico City area.

? Full-time job.

Requirements:

? 5+ years of experience in a technical support role for observability platforms or SaaS.

? Knowledge of technical and customer support markets for B2B (Business-to-Business) infrastructure software.

? Experience in Linux/Windows/Networking administration and operations.

? Experience with cloud platforms and services: Amazon Web Services (preferred), Microsoft Azure, etc.

? Ability to build strong relationships with customers at all levels of the organization.

? Professional English language proficiency.

Benefits:

? Personalized offer, based on candidate's profile.

? Payroll scheme with law and higher benefits.