Technical Support Engineer (VTS)

A Technical Support Engineer (VTS) position with Ingram Micro located in Mexico D.F., Mexico. You will provide inside sales and technical support to customers, handling billing and technical service requests by phone and email, logging issues, and working toward timely resolutions that ensure customer success.

Responsibilities

• Respond to inbound billing and technical service requests by phone and email, directly communicating with customers.
• Accurately log all issues and status updates in the internal tracking system.
• Understand clients’ business objectives and apply expertise to resolve issues and drive customer success.
• Evaluate and provide resolutions for complex customer billing inquiries.
• Identify root causes and diagnose issues as software defects, misconfigurations, content issues, or end-user errors.
• Support multiple cloud solutions (e.g., Symantec, Acronis, Dropbox, Microsoft O365).
• Contribute to the development of service desk processes and procedures.
• Collaborate with various departments and vendors to provide timely resolutions.
• Handle support requests from resellers, stay current on new features and enhancements, and provide diagnoses and issue resolution on the platform.
• Triage issues to internal and external teams, driving resolution within OLAs by advocating for the customer with Engineering, Development, and third-party vendors.
• Monitor systems and handle events; proactively recognize and acknowledge alerts and respond to alerts or emergencies within 5 minutes during working hours (Event Management).
• Act as a first responder to service outages and performance degradation by moderating conference calls and engaging triage teams to restore service quickly (Incident Management).
• Drive operational efficiency and continuous improvement.
• Note: This is not a complete list of tasks.

Requirements

• Excellent verbal and written communication skills, strong analytical and problem-solving abilities.
• Strong knowledge of Microsoft O365.
• Ability to prioritize user requests and manage expectations effectively.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment.
• Passion for delivering exceptional customer experience.
• Experience troubleshooting and debugging SaaS cloud solutions is a plus.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Understanding of related terminology and concepts; strong analytical and problem-solving skills.
• Availability to work weekends and after-hours as needed.
• High school diploma or equivalent required; secondary degree preferred.
• 2+ years of experience in Technical Support or similar roles.
• Experience with Web servers and Databases (Apache, IIS, MySQL, MSSQL, PostgreSQL).
• Strong knowledge of Application Protocols (DNS, HTTP, HTTPS/SSL, FTP).
• Basic understanding or experience with Linux environments.
• General understanding of APIs and web services (JSON, REST, OAuth).
• Flexibility to work some weekends and later hours to support 24x7 operations.
• Strong customer focus, eagerness to learn new technologies, and proactive, self-motivated attitude.
• Good verbal and written communication in English and French.
• Team-oriented mindset.
• Nice-to-have: ITIL or Microsoft Azure certification, hands-on experience with cloud platforms (Azure, AWS, GCP), programming/scripting knowledge (Bash, Python, PowerShell, PHP), SQL knowledge, experience with virtualization/orchestration (Docker, Kubernetes), and familiarity with JIRA and Confluence.