Technical Support / Customer Service Technician

Description

Job Summary: We are seeking a Support Engineer to remotely resolve incidents, provide specialized technical assistance, and guide customers in implementing industrial solutions. Key Highlights: 1. Leader in automation, robotics, and industrial solutions. 2. Strategic role in specialized technical support and remote diagnostics. 3. Opportunity for professional development in robotics projects. **Technical Support and Customer Service** About Pegasus **Pegasus** is a Mexican organization with over 44 years of experience, a leader in automation, robotics, and industrial solutions. Our mission is to ensure our customers’ operational efficiency through high-level applied technology. **Job Objective** The Support Engineer will serve as the primary point of contact for incident resolution. Their strategic function involves delivering specialized technical assistance—primarily remotely—by diagnosing issues and guiding customers with precise instructions to ensure optimal performance of our industrial solutions. Main Responsibilities * **Remote Technical Assistance:** Respond to and resolve support requests via phone, email, and ticketing systems (Odoo/CRM), maintaining consistent communication. * **Remote Diagnosis and Resolution:** Analyze reported incidents and guide customers step-by-step, clearly and systematically, to effectively resolve technical issues. * **Evidence Analysis:** Evaluate screenshots, system logs, and error messages provided by customers to determine root causes. * **Training and Guidance:** Deliver concise, technical training to end users on proper use of implemented systems or products. * **Case Management:** Rigorously document each interaction in the knowledge base and escalate highly complex incidents to the engineering team when necessary. * **Occasional On-Site Support:** Remain available for technical site visits in specific cases requiring on-site intervention. Required Profile * **Academic Background:** Degree in Electronics Engineering, Mechatronics, Robotics, or related fields. * **Professional Experience:** 1–3 years in specialized technical support or customer technical service, preferably in industrial or technical software environments. * **Communication Skills:** Exceptional ability to convey complex technical instructions simply and maintain composure under pressure. * **Technical Knowledge:** Prior experience using ticketing systems, troubleshooting, and adapting to new technological platforms. * **Competencies:** Strong analytical ability, organizational skills, discipline, and customer-service orientation. Compensation and Benefits * **Monthly Salary:** $15,000 to $20,000 MXN gross (based on profile and experience). * **Incentives:** Grocery vouchers and performance-based bonus tied to results. * **Protection:** Life insurance. * **Additional Services:** Subsidized cafeteria and transportation service. * **Development:** Job stability and opportunities for professional growth within a leading company in robotics and automation projects. Vacancy Details * **Position Type:** Full-time. * **Work Mode:** On-site (operational base at offices, with predominantly remote support). * **Location:** Zapopan / Guadalajara, Jalisco. Position Type: Full-time Salary: $15,000.00 \- $20,000.00 per month Benefits: * Life insurance * Grocery vouchers Workplace: On-site employment