Support Engineer

Mexico

Job description

Are you tenacious and like to solve problems? If so, keep reading! At Mirada, we create products and management services that enable consumers to interact with and access digital audio-visual content on television, companion devices and online. We are looking for people who would like to develop their professional career in an international Company.

We are currently looking for a support engineer, based in Mexico City, to join our support team to work in an infrastructure and development environment for Europe’s leading independent audio/visual provider.

Your main task will be focused on the interaction with the customer and coordination of all the activities related to different live platforms.

Mirada currently has offices in several countries, and the applicant may be required to travel abroad for work/training for short periods:

Offices

  • Spain – Madrid
  • Spain – Castellón
  • Mexico – Mexico City
What you will be doing
  • You will work with the rest of the support team, providing help to the customer in person, through the phone or through the different support portals.
  • You will also coordinate your activities with other teams in the organisation like Ops, IT, QA, UX, Product or Development to provide a solution for the issues raised.
  • You will help maintain live projects and solve technical issues in live projects or support us in assisting the customer with technical problems and requests.
  • You will make follow up on issues ensuring full resolution.
  • You will support customers’ incoming queries and issues related to the currently live platform, ensuring that the customer has the latest status. At the same time, the different teams work together to find a solution.
  • You will provide technical reports for the customer or other teams.
  • You will write and edit manuals for new and updated software.
  • You will help create and maintain a good documentation base to help the customer and other teams in the company understand the different processes and functionalities.
  • You will help ensure that processes are carried out most efficiently and effectively.

What we are looking for:
  • Familiarity with Support tickets and ticketing systems.
  • Good analytical skills. A tenacious person who loves problem-solving and doesn’t stop until finding the perfect solution.
  • General knowledge of industry principles.
  • Good knowledge of technical data reporting.
  • High level of spoken and written English.
  • Soft skills to communicate effectively with the customer technical team and internally with other teams in Mirada.
  • Confidence in delivering training sessions or explaining an issue.
  • Good understanding of technical documents.
  • High level of organisation.
  • Good leadership skills.
  • Ability to perform under pressure.
  • Able to work independently and manage time efficiently, Prioritization, self-management of tasks.
  • Team player and systematic perspective.
What we would love:
  • BA/BSc degree in Computer Science/ Telecommunications/ ICT or equivalent work experience.
  • Proven technical troubleshooting activities.
  • Good communication and social skills.
  • Willingness to explore new technologies and capability to learn them, even if they are not the standard market tools.
  • Attention to detail.
  • PayTV, DVB or OTT experience.
  • Basic knowledge of Kubernetes.
  • Scripting and programming experience.
What we offer:
  • Fixed salary depending on the experience of the selected candidate.
  • Incremental holiday policy.
  • Medical and life insurance.
  • Annual bonus.
  • Monthly savings fund.

MIRADA CELEBRATES DIVERSITY, SUPPORTS INCLUSION AND ENCOURAGES INDIVIDUAL EXPRESSION IN OUR WORKPLACE. WE DO NOT TOLERATE HARASSMENT OR DISCRIMINATION AGAINST OUR CANDIDATES OR EMPLOYEES. WE ARE AN EQUAL OPPORTUNITY EMPLOYER

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