ADVANTECH is a global leader in industrial computing, IoT, and Edge AI solutions, with operations in over 25 countries worldwide. We enable digital transformation across key industries such as manufacturing, transportation, energy, healthcare, and industrial automation through innovative and reliable technology.
At ADVANTECH Mexico, we foster a collaborative, results-driven environment where continuous improvement, operational excellence, and professional development are core to how we work—fully aligned with global standards and best practices.
About the Role
We are looking for a Senior Technical Support Engineer with strong technical expertise and leadership skills to take ownership of the Technical Support function.
This role goes beyond hands-on technical support. It requires strategic thinking, leadership mindset, and cross-functional collaboration to deliver best-in-class technical support aligned with business growth.
As a senior contributor, you will act as a technical authority, support commercial teams, and drive continuous improvement across support processes, tools, and customer experience.
Key Responsibilities
- Lead and own the Technical Support area, ensuring service quality, efficiency, and scalability.
- Act as the main technical escalation point for complex internal and external customer issues.
- Prepare detailed technical and site reports related to delivered support.
- Install, upgrade, configure, and maintain systems, products, and solutions.
- Provide customer support during installation, commissioning, and post-sales phases.
- Train and mentor junior engineers and support Sales teams on product usage, specifications, and solutions.
- Collaborate closely with Sales, Presales, Product Management, and Management teams.
- Review and fully understand product specifications and technical documentation.
- Contribute to product development feedback loops based on customer and market insights.
- Conduct market and competitor analysis; prepare technical reports and presentations.
- Drive continuous improvement initiatives, standardization, and best practices within Technical Support.
- Ensure alignment between technical support activities, customer needs, market trends, and business priorities.
Requirements
- Bachelor’s Degree in Electronics, Telecommunications, IT, or related fields.
- 5+ years of solid technical experience in support, presales, or technical engineering roles.
- Proven leadership experience or strong readiness to lead a technical function or team.
- Strong sense of ownership, accountability, and decision-making.
- Ability to manage priorities, timelines, and multiple stakeholders.
- Project Management experience is highly desirable.
- Excellent communication, presentation, and stakeholder management skills.
- Strong customer-oriented mindset (internal and external).
- High level of organization, self-management, and sense of urgency.
- Advanced English proficiency (90–100%).
- USA Visa is preferred.
Tipo de puesto: Tiempo completo
Sueldo: $35,000.00 - $45,000.00 al mes
Beneficios:
- Estacionamiento de la empresa
- Seguro de gastos médicos mayores
- Seguro de vida
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa
Lugar de trabajo: Empleo presencial
