About the Role
This position supports clients by diagnosing technical issues, guiding system usage, and ensuring successful implementation of software solutions. The role involves close collaboration with customer teams and internal departments to deliver reliable service and resolve complex technical challenges.
Responsibilities
- Diagnose and resolve technical problems reported by clients
- Provide guidance on effective use of software platforms
- Assist in configuring systems according to client requirements
- Analyze data using advanced SQL queries
- Troubleshoot integration issues between systems
- Document technical processes and resolutions
- Communicate clearly with clients to understand needs
- Escalate complex issues to engineering teams when necessary
- Support onboarding of new clients
- Monitor client environments for potential issues
- Maintain accurate records of support interactions
- Collaborate with product teams to relay client feedback
- Assist with data validation and integrity checks
- Respond to service requests within defined timelines
- Explain technical concepts to non-technical users
- Participate in client training sessions
- Track and report on support metrics
- Ensure compliance with service level agreements
- Identify recurring issues and recommend improvements
- Work across time zones to support regional clients
Nice to Have
- Experience with enterprise software implementations
- Background in data analysis or reporting
- Knowledge of performance tuning in databases
- Exposure to scripting languages
- Familiarity with cloud infrastructure
- Project management experience
- Understanding of security best practices
- Prior client-facing technical role
Compensation
Not specified
Work Arrangement
Remote - Mexico Only
Team
Technical Account Management team supporting enterprise clients
Why This Role Matters
This position plays a key role in ensuring client success by bridging technical capabilities with business needs. The individual will directly impact customer satisfaction and retention through timely and accurate support. The role offers growth opportunities within a global support organization.
What We Value
We prioritize clear communication, technical accuracy, and proactive problem solving. Candidates who demonstrate initiative, empathy, and a commitment to continuous learning are a strong fit for this role.
Not available
