Senior Technical Support Engineer
Location
ciudad de méxico, ciudad de méxico
Job Type
Full-time
Category
Soporte técnico y administración
Posted
May 24, 2026
Responsibilities:
1. Technical Leadership in Escalations (Customer-Facing)
- Act as a senior technical lead during high severity (P1 / Sev1) customer escalations.
- Join and actively participate in live escalation bridges, providing:
- Technical diagnosis and direction
- Clear explanation of system behavior and failure modes
- Credible technical input to support customer and executive conversations
- Partner closely with Escalation Managers , who own:
- Customer and executive messaging
- Stakeholder alignment while you ensure the technical narrative is accurate, coherent, and defensible
- Help stabilize emotionally charged situations by bringing clarity, structure, and technical confidence to live discussions.
- Lead complex technical investigations across:
- Cloud hosted and hybrid application architectures
- Azure based infrastructure and services <...