Customer Success

Customer Support Engineer (LATAM)

Remote, Mexico
Full time
PostedOctober 27, 2025
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Job Description

We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket-based support. The ideal candidate will have strong technical skills, problem-solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product/process-related issues while ensuring timely and accurate responses to customer inquiries.

Requirements

Education & Experience

  • Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
  • 8+ years of experience in technical support, helpdesk, or IT support roles.
  • Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).
  • Fluent in English, Spanish, Brazilian and ideally Portuguese too
  • Location: Currently residing in Mexico & experience working in Latin America markets.

Preferred Skills (Bonus)

  • Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.

Soft Skills

  • Strong analytical and problem-solving abilities.
  • Excellent written and verbal communication skills.
  • Patience and empathy when dealing with customers.

Technical Troubleshooting

  • Diagnose and resolve software, hardware, and network-related problems.
  • Hands experience working with REST API troubleshooting API calls, SQL queries
  • Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO
  • Browser Dev Tools: Network tab analysis, console debugging
  • Frontend Basics: HTML/CSS/JavaScript troubleshooting
  • Basic Web Security: Understanding CORS, XSS, CSRF, SSL/TLS issues
  • Log Analysis: grep, awk, sed, log aggregation tools
  • Scripting knowledge (Python, PowerShell, Bash) for automation.
  • Session Management: Cookie troubleshooting, local/session storage
  • Reproduce and document bugs for the product/engineering teams.
  • Guide customers through step-by-step solutions or provide workarounds.

Customer Communication

  • Provide clear, concise, and professional responses to customer inquiries.
  • Maintain high customer satisfaction by ensuring effective follow-ups and updates.

Collaboration

  • Work closely with cross-functional teams (Engineering, QA, Product) to resolve recurring issues.
  • Participate in team meetings to discuss trends, challenges, and process improvements.

Ticket Management

  • Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).
  • Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements).
  • Escalate complex issues to senior engineers or development teams when necessary

Documentation & Knowledge Sharing

  • Create and update internal and customer-facing knowledge base articles.
  • Familiarity with documentation tools such as Confluence, Wiki.js, or Freshdesk or similar
  • Document troubleshooting steps, solutions, and best practices.

Benefits

  1. There is an insanely high potential for growth – with great talent all around you in a company that is growing fast
  2. Compensation that is best in the industry and commensurate with your experience and skills
  3. Hybrid work model - employees can work two days a week from office
  4. Up-skilling allowance for self-development
  5. Stock options and great benefits (including health insurance for you and your dependents)
  6. Opportunity to evangelize a cutting-edge solution that incorporates the latest innovations in computer vision, AI, Android, iOS and full stack web development
  7. Energetic and positive atmosphere where talented people are working together with a single-minded focus on solving customer problems
LightMetrics is committed to a congenial work atmosphere that allows people from diverse backgrounds to perform to their highest potential. We are an equal opportunity employer committed to ensuring a workplace with zero tolerance for harassment or discrimination.

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