Urgent! Customer Support Engineer (LATAM) Job Opening In WorkFromHome – Now Hiring LightMetrics, Inc.
LightMetrics Technologies Pvt.
Ltd | Full time
We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support.
The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service.
You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries.
Education & Experience:
· Bachelor’s degree in computer science, IT, or a related field (or equivalent experience).
· 8+ years of experience in technical support, helpdesk, or IT support roles.
· Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira ServiceDesk).
· Fluent in English, Spanish, Brazilian Portuguese, and ideally additional languages.
· Location: Currently residing in Mexico & experience working in Latin America markets.
Preferred Skills (Bonus):
· Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.
Soft Skills:
· Strong analytical and problem-solving abilities.
· Excellent written and verbal communication skills.
· Patience and empathy when dealing with customers.
Key Responsibilities:
Technical Troubleshooting:
· Diagnose and resolve software, hardware, and network-related problems.
· Hands-on experience working with REST API troubleshooting API calls, SQL queries.
· Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO.
· Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues.
· Log Analysis: grep, awk, sed, log aggregation tools.
· Scripting knowledge (Python, PowerShell, Bash) for automation.
· Reproduce and document bugs for the product/engineering teams.
· Guide customers through step-by-step solutions or provide workarounds.
Customer Communication:
· Provide clear, concise, and professional responses to customer inquiries.
· Maintain high customer satisfaction by ensuring effective follow-ups and updates.
· Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.
· Participate in team meetings to discuss trends, challenges, and process improvements.
Ticket Management:
· Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).
· Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements).
· Escalate complex issues to senior engineers or development teams when necessary.
Documentation & Knowledge Sharing:
· Create and update internal and customer-facing knowledge base articles.
· Familiarity with documentation tools such as Confluence, Wiki.js, or Freshdesk or similar.
· Document troubleshooting steps, solutions, and best practices.
We are growing fast, which means you will have a key role in shaping our future.
There is high potential for growth, with talented colleagues in a rapidly expanding company.
We offer compensation that is industry-leading, with significant upside based on meeting targets.
Our work environment is friendly and supportive, fostering a great culture.
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Unlock Your Customer Support Potential: Insight & Career Growth Guide
Real-time Customer Support Jobs Trends in WorkFromHome, Mexico (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Customer Support in WorkFromHome, Mexico using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 9045 jobs in Mexico and 6292 jobs in WorkFromHome. This comprehensive analysis highlights market share and opportunities for professionals in Customer Support roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! LightMetrics, Inc. is currently hiring and seeking a Customer Support Engineer (LATAM) to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Customer Support Engineer (LATAM) Jobs WorkFromHome.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at LightMetrics, Inc. adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Customer Support Engineer (LATAM) Jobs Mexico varies, but the pay scale is rated "Standard" in WorkFromHome. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
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Before the Interview:To prepare for your Customer Support Engineer (LATAM) interview at LightMetrics, Inc., research the company, understand the job requirements, and practice common interview questions.
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