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Remote Technical Support Representative I

Watchguard · Mexico City, MX, Mexico · Remote

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WatchGuard embraces a Flexible Work Philosophy. Most of our employees can choose to work from the office, at home, or any combination of the two. We’ve built a global workforce of outstanding team members and a flexible culture built on trust, collaboration, and belonging.

Position Overview
Technical Support Representatives I (TSR I) provide in-depth support to WatchGuard’s customers and Partners. The TSR1 will work on complex problem solving around Networking and WatchGuard services for WatchGuard authorized resellers, distributors, external end users, and internal employees. Customers within each of these groups may have dramatically different levels of technical expertise. The TSR must be able to adjust their level of technical communication to that which is most effective for that customer. The TSR must also be capable of effectively and professionally communicating with customers via telephone, email, and web. The TSR1 will work in a high pace of work, transitioning from one interaction (web case or a live call) immediately into the next interaction.

A Day in the Life
Each day will start with reviewing emails and Microsoft Teams messages for important news and/or events. Then logging into the CRM system to start reviewing cases within your personal queue to identify critical problems that need an immediate reply. The day then continues changing your availability status to take on the next case or call-in priority. You’ll create cases for new incidents or start using your technical expertise to begin troubleshooting a problem already logged in queue. Your customers will range from WatchGuard Partners, who help their end user, to the end user themselves. The cases you receive may be new with little information or may come from a Triage Representative who has completed discovery of the problem and has escalated the case. You will be adept in your troubleshooting methodology, as well as identifying and gathering information on possible bugs or feature requests to submit to our engineering teams. You will collaborate with your fellow Subject Matter Experts, while helping disseminate knowledge to other groups and co-workers to share knowledge. You will be quick to identify when you’ve exhausted your troubleshooting resources and will prepare the case for escalation to the next level of Support.
Outside of managing new cases and calls, you’ll have opportunities to participate in new product training and beta programs to stay on the forefront of what is current and what is coming, while providing your feedback to help implement improvements to products and software. There will be regular 1-1 manager meetings to track your production and career progress and weekly team meetings to discuss important department or company news. For technical growth, there will be regular Specialization meetings to review product/feature specific trends or emerging events.


Position Responsibilities
  • Fluent in English, both speaking and writing.
  • Fluent in Spanish both speaking and writing
  • Excellent written and verbal communication skills.
  • Strong time management skills, results-focused, and a proactive nature.
  • Ability to learn quickly and to adapt easily to change.
  • Experience using CRM systems, Salesforce.com preferred.
  • Bachelor’s degree and/or IT Networking or Security Certification such as: Network+, CCNA, or Security+.
  • 1-2 years’ experience in technical support/helpdesk role troubleshooting network and/or network security problems.
  • Strong understanding of TCP/IP networking, applying OSI model troubleshooting methodology, Windows and Macintosh operating systems, and VPN technologies and their corresponding protocols.
  • Familiarity with authentication protocols (LDAP, RADIUS, etc.), cloud platforms such as Azure and AWS, multifactor authentication software, antivirus, intrusion prevention software, and WAN protocols.


    • Compensation
    The base salary range for this position is $650,000 - $750,000 MXN per year, exclusive of benefits. This position is also eligible for a bonus of 5% of the base salary. Your base salary compensation will be based on your individual skills, education, and experience. Please keep in mind that the above range is the full base salary range for this role; hiring at the maximum of the range is not typical in order to allow for future salary growth. 

    Additional Benefits 
    ·       Aguinaldo: 30 days of salary (equivalent number of months worked in the year)
    ·       Legal benefits for vacations
    ·       Legal benefits for Prima Vacacional
    ·       Reimbursement of gasoline and food expenses in cases of visits with clients.
    ·       MetLife medical insurance, national coverage, and international emergency coverage.
    ·       CS&S bonus

    Why Work for WatchGuard?
     
    WatchGuard is a global leader in network security and intelligence, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi. Our award-winning products and services are trusted worldwide by more than 18,000 security resellers and service providers to protect over 250,000 customers. Our technology keeps our customers ahead of increasingly sophisticated hackers and has fueled record revenues at WatchGuard.
     
    We are committed to fostering an inclusive workplace that values each team member's unique background, experiences, and contributions. As part of our dedication to Diversity, Equity, and Inclusion (DEI), we prioritize creating an environment where all voices are heard and respected. We understand the importance of work-life balance and offer a range of caregiver support benefits, including parental leave, family care resources, and flexible work arrangements tailored to individual needs. Our flexible work options allow you to balance personal and professional priorities, empowering you to thrive in all areas of life while contributing meaningfully to our team's success. Learn more about our company culture at www.watchguard.com/wgrd-careers

    WatchGuard provides equal employment opportunities for all qualified employees, regardless of their race, color, national origin, religion, ancestry, creed, pregnancy, age, sex, sexual orientation (including gender expression or identity), marital status, mental or physical disability, honorably discharged veteran or military status or any other category protected by federal, state or local laws.
     
    WatchGuard participates in E-verify.
     
    WatchGuard is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.