Location: Mexico
Role Type: 12-Month Fixed-Term Contract (Maternity Leave Cover)
Level: Intermediate (3–5 years of experience)
Reporting to: Manager, Technical Client Support
The Client Support Technical Specialist supports our Clients and internal teams on complex technical issues across our product suite. This role operates within a shared service group, serving as the bridge between Client Success (WCS) and our Engineering/Product teams. You will be responsible for troubleshooting browser-based applications and ensuring that technical gaps are identified, documented, and resolved.
Technical Troubleshooting: Diagnose and resolve complex issues involving HTML, CSS, and backend processes.
Issue Escalation: Identify and replicate product bugs; escalate them to the Product team via Jira, providing detailed technical context to speed up resolution.
Client Communication: Act as the main technical point of contact for clients seeking assistance via Salesforce.
Knowledge Sharing: Help senior staff focus on larger initiatives by taking on day-to-day technical tasks and documenting solutions.
Product Influence: Act as an advocate for the client by fighting for features and bug fixes that improve the user experience.
Experience: 3–5 years in a technical support or client-facing technical role.
Ticketing Systems: Extensive experience working with Salesforce for client management and Jira for engineering escalations.
Technical Proficiency: Strong ability to read and understand HTML and CSS; familiarity with JavaScript/jQuery is required to identify front-end issues.
Technical Assets: Knowledge of databases (SQL), backend services, and web security principles is a significant advantage.
Soft Skills: Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
Mindset: A passion for troubleshooting and solving "why" something is broken rather than just "how" to use a tool.
Your performance will be evaluated based on:
Client Satisfaction: Survey results from handled cases.
Efficiency: Volume of tickets handled and "Time to First Pending".
Technical Accuracy: Ability to correctly identify and escalate bugs to the engineering team.
This role offers a unique "cross-board" view of the company. You will work closely with Product and Engineering teams, gaining deep exposure to how SaaS products are built, maintained, and secured. It is an ideal position for a technical professional who enjoys high-impact work and wants to influence the future of our product suite.
