Technical Support Engineer - Mexico City - Ventes Recruiting

Descripción

Support Engineer - LatAm

Location: Mexico City, Mexico (Hybrid with on-site presence)

Salary: MX$600,000 - MX$700,000 / year - ($50-60K MXN /M)

English Speaking Role

Description - what is the role?

Are you a highly skilled and customer-focused Support Engineer with a passion for

cutting-edge WiFi technology? Do you thrive in a dynamic environment where you can

make a significant impact? We're seeking a Senior Support Engineer to join our team, with a

primary focus on enabling the success of one of our key partners, Telmex, and their

customers.

About the Role:

As a Senior Support Engineer, your core responsibility will be to ensure successful outcomes

with the Purple product for Telmex and their customers. This will involve significant direct

engagement and an on-site presence at Telmex offices in Mexico City for 2-3 days per

week. Beyond this dedicated focus, you will also play a crucial role in providing broader

technical support across our LATAM region, handling general support tickets and

contributing to overall customer success across the continent. This dual focus demands a

strong service mindset combined with advanced technical proficiency.

Why join Purple?

Our values are at the heart of what we do and we're all about getting the job done whilst

having fun with no BS and no politics. We're all about development, and embedded within

the business is the value of know your stuff, keep learning, which means we support our

people to continuously develop their knowledge and skills. You really won't regret taking the

next step in your career by helping turn the world Purple

What you will do

Telmex Dedicated Support:

● Serve as the primary technical point of contact for Telmex, directly engaging with their

teams and end customers to resolve complex issues and drive product utilization.

● Provide direct on-site support at Telmex offices in Mexico City 2-3 days per week to

build strong stakeholder relationships.

● Proactively identify and mitigate potential problems by leveraging extensive

knowledge of the Purple WiFi product and its Telmex-specific deployment.

● Conduct comprehensive ongoing education on Purple WiFi for Telmex stakeholders to

enhance product awareness and capability.

● Offer best-in-class customer experience across multiple communication channels

(live chat, email, video meetings).

● Provide dedicated on-site support for critical live events, such as the F1 Grand Prix in

Mexico, ensuring optimal Purple WiFi setup and performance.

Broader LATAM Support:

● Assist with general support tickets originating from the LATAM region, leveraging your

expertise to resolve diverse customer issues.

● Actively contribute documented insights and lead feedback into the business from

both Telmex and other LATAM customer interactions to drive continuous product and

service improvement.

● Share knowledge with colleagues, including specific learnings and best practices

derived from the Telmex environment and other LATAM deployments.

What You'll Bring:

● Technical Proficiency: A solid understanding of WiFi products and technologies,

including:

○ Knowledge of equipment and access points such as CISCO MERAKI, ARUBA

and RUCKUS brands.

○ Knowledge of captive portals across different manufacturer devices.

○ Experience in designing and delivering training.

● Customer-Centric Approach: A strong service mindset with the ability to provide an

exceptional customer experience.

● Problem-Solving Skills: Proven ability to efficiently and accurately handle complex

technical issues and manage high-priority escalations.

● Communication Skills: Fluent in both English and Spanish, with the ability to

communicate comfortably with customers, partners, and end-users via multiple

channels.

● Relationship Building: Demonstrated ability to build and maintain effective working

relationships with key stakeholders.

● Adaptability: Ability to operate effectively both independently on-site at Telmex and

as part of a wider remote support team.

● Availability: Ability to flex working hours to cover weekends where needed,

particularly for live events, and willingness to travel to support live events in Mexico

and potentially other LATAM countries.

● Location: Must be based in Mexico City and able to work directly in customer offices

2-3 days per week.

It would be a bonus if you have previous experience working with Telmex or other telco

providers in the LATAM region.

Our values

● Make it happen - We own things and get them done whatever it takes.

● Playful and positive - Life's too short to take things too seriously, we like to have fun

while we're working and we love positivity - and yes the glass is half full.

● In it together - We all have our day jobs to do, our OKRs to hit and projects to

complete but we're always available to help for the greater good of the business.

● No bullsh*t, no politics - Seriously We want to enjoy coming to work and that stuff

doesn't make it pleasant.

● Know your stuff, keep learning - We value people who have knowledge and have a

thirst for more of it, lots more of it.

● No drama - Things don't always go right as much as we try, having a hissy fit over it

won't help the situation and you won't find that here.

● Raise the bar - we want to win, so we aim high, take calculated risks, and push the

boundaries of what's possible.

Bring your best self to work

At Purple, we are committed to fostering a diverse and inclusive workplace. We value the

unique perspectives and experiences that each individual brings, and we believe that

diversity enriches our team and drives innovation. We encourage applications from

candidates of all backgrounds, regardless of race, gender, sexual orientation, religion,

disability, or any other characteristic. We understand that everyone's journey is different,

and we are open to conversations about flexible working arrangements that can

accommodate your needs. We embrace a culture of learning and growth, where you don't

need to tick every box on the job description to apply. If you're excited about the

opportunity to contribute to our mission, we encourage you to submit your application.

Join us in shaping a workplace that celebrates diversity and empowers all voices.

Benefits

● Salary MX$600,000 - MX$700,000 / year - ($50-60K MXN /M)

● Hybrid working - based in Telmex offices in CDMX 2-3 days per week, with the rest of

the time working from home

● 13 days vacation from day 1 of employment (plus public holidays) with 1 more day

each year - and the option to buy extra days

● 4 volunteering days each year - give something back to the community

● Company bonus - 5% of salary

● Flexible working & a great company culture - bring your best self to work

● Emphasis on learning and development - progress your career

● Employee Assistance Programme, 24/7 helpline

● Private Healthcare including dental and vision coverage

● Long Term Incentive Plan after 12 months' service

Location: Mexico City, Mexico (Hybrid with on-site presence)

Salary: MX$600,000 - MX$700,000 / year - ($50-60K MXN /M)

English Speaking Role