Technical support analyst l1
hoy
position overview
key responsibilities
* first-level technical support: respond to customer inquiries and assist with basic troubleshooting of firewall configurations, vpn connectivity, and security policies.
* incident logging & escalation: document issues, track tickets, and escalate more complex problems to l2/l3 support teams when necessary.
* firewall monitoring & log review: assist in reviewing logs, identifying potential security issues, and providing initial analysis.
* basic configuration assistance: support customers with initial firewall setups, rule modifications, nat configurations, and basic troubleshooting.
* customer training & guidance: provide general guidance on firewall best practices, assisting clients in understanding basic security configurations.
* collaboration with senior engineers: work closely with higher-level engineers to gain experience and expand knowledge in advanced firewall troubleshooting.
qualifications & skills
* education: associate’s degree or bachelor’s in computer science, cybersecurity, network engineering, or related field (or equivalent).
* experience: 6 months to 2 years in it support, network administration, or cybersecurity assistance.
* technical knowledge: basic understanding of fortinet (fortigate, fortimanager) and palo alto networks (pan-os, globalprotect, panorama). Familiarity with network protocols (tcp/ip, dhcp, dns, vlans, vpns). General knowledge of firewall policies, security rules, and log monitoring.
* certifications (preferred): comptia network+ or security+; fortinet nse1/nse2/nse3; palo alto pcnsa (entry level).
* problem-solving & communication: strong problem-solving, verbal and written communication skills; customer-focused.
* languages: english intermediate (reading/writing); portuguese desirable.
education & experience
* bachelor’s degree in computer science, information technology, or related field preferred. Previous experience in technical support or incident management is a plus.
what’s in it for you?
* multicultural team distributed across latam; dynamic and innovative environment.
* remote work options and growth opportunities; stock options where applicable.
technical support analyst l1
hoy
position overview:
key responsibilities:
* same as above: first-level technical support, incident logging & escalation, firewall monitoring & log review, basic configuration, customer training, collaboration with senior engineers.
qualifications & skills:
* same as above (education, experience, technical knowledge, certifications, problem-solving, language).
key skills
* communication, security, technical issues, technical knowledge, technical support, ticketing systems
what’s in it for you?
* elective benefits; growth and wellbeing programs; diversity & inclusion; onboarding with global teams.
lead technical business analyst
hoy
overview
lead technical business analyst to partner with product management to migrate thomson reuters’ products to entitlement solution; part of a scrum team; principal point of contact between business and engineering/delivery.
responsibilities
* elicit, analyze, validate, and document clients’ business needs; improve business processes; specify and analyze requirements in detail.
* recommend and validate technical solutions; address complex issues; build relationships with customers; collaborate with professional services and outsourcing functions.
* research processes; ensure implementation follows design; identify process improvements; develop understanding of thomson reuters’ technologies.
about you / knowledge & skills
* leads significant projects; provides specialist advice to management; strategic planning and decision making; customer focus; strong communication.
what’s in it for you?
* hybrid work, wellbeing programs, culture of diversity & inclusion, learning and development, social impact, purpose-driven work.
supervisor technical support
hoy
overview
remote work: yes
responsibilities
* oversees day-to-day work of technical support specialists; ensures quality processes; maintains communication with engineering and software development; manages trainings; escalation handling; project timeframes; process improvements.
qualifications
* 8+ years related experience; supervisory/management experience preferred; bilingual in english and local language; it/technical background preferred; itil helpful.
technical support engineer
hoy
responsibilities
* troubleshooting fortinet products; collect/analyze configuration data; analyze packet trace information; customer education; reproduce environments; escalate and manage cases; contribute kb articles; collaborate regionally; maintain slas; travel as needed.
qualifications
* experience in technical support for networking/security; advanced english; portuguese a plus; strong tcp/ip, routing, l2/l3; desirable experience with security products; independent security certifications are a plus; 10-20% travel occasionally.
technical support manager (flagship)
azcapotzalco, distrito federal at&t
overview
remote work; bilingual english/spanish highly valued. Prior l1/l1.5 service desk experience; strong leadership and customer service skills; education in computer information systems or related field; travel and schedule flexibility.
responsibilities
* manage and improve support operations; service desk tooling and processes; escalations; customer advocacy; collaboration with other teams; 24x7 considerations; shift planning; on-call readiness.
qualifications
* 4+ years in customer support management; 7+ years in a technical role; 1+ years managing remote teams; strong communication; itil knowledge; bilingual capabilities; willing to travel.
lead technical support
hoy
overview:
at&t / lead technical support: responsibilities include managing a diverse it support team; global delivery; uptime and customer satisfaction; strong communication and leadership; on-call responsibilities.
key responsibilities
* manage tier 1-3 support; analyze data to improve performance; advocate for customers; collaboration; process definition; continuous improvement; align with company goals; provide training; monitor csat; willingness to participate in on-call shifts.
qualifications
* 4+ years in customer support management; 7+ years in technical role; bilingual; it degree; remote ready; travel flexibility; strong leadership and communication; itil knowledge is a plus.
technical support manager- mexico
hoy
all roles at jumpcloud are remote
about jumpcloud...
role context
* technical support manager for tier 1-3; global team; responsibilities include people management, process improvement, sla adherence, data-driven decisions, and cross-region collaboration.
location
* remote-first; you must be located and authorized to work in the country listed.
note
engineers may be required to participate in on-call shifts.
why jumpcloud?
* fast-paced saas environment; opportunities to grow and contribute.
#j-18808-ljbffr