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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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