Location:
mexico city
we are seeking an
sme lead
to take prime responsibility for managing a team of subject matter experts (smes). This role serves as
level 4 technical support
, guiding the sme team to troubleshoot, resolve, escalate, and close customer incidents and requests, while delivering superior customer service.
key functions:
* lead the level 3 sme team and closely monitor complex issues.
* collaborate with tda and delivery teams for cat3/4 solution vetting.
* act as level 4 technical escalation point and support sme/l2 teams in resolving complex cases.
* coordinate with noc, product, and delivery teams to identify and address existing solution issues.
* upskill sme team members and work with l2 leaders to ensure continuous learning in new technologies and solutions.
* analyze workflows and initiate improvement projects to enhance team efficiency.
* engage with top customers to improve service experience and satisfaction.
person specification:
essential qualifications:
* bachelor's degree in electrical, electronics, or telecommunications.
required skills:
* fluent english, with strong communication and interpersonal skills.
* 12–15 years of telecommunications experience, preferably within a service provider environment.
* ccie or equivalent-level vendor certification.
* expertise in multiple sd-wan technologies.
* understanding and hands-on experience with security products (advantageous).
* basic understanding of ucc products.
* strong problem-solving and analytical skills.
* team management, coordination, and results-focused leadership.
* ability to work effectively under pressure.
* high initiative, autonomy, and adaptability.
apply directly through this platform.