Job Summary: We are seeking a Technical Support and Platforms Manager to lead the creation and standardization of the technical support area for GPS devices and tracking platforms, ensuring high service levels. Key Highlights: 1. Opportunity to lead and build a strategic area 2. Professional development in a growing company 3. Creation and restructuring of support/IT teams Job Description We are looking for a **Technical Support and Platforms Manager** to lead the creation, structuring, and standardization of the technical support area for GPS devices and tracking platforms. This person will be responsible for defining support workflows (Level 1, 2, and 3), implementing management tools, training the team, and ensuring high availability and service levels for our customers. Responsibilities * Design and structure the **technical support area** and its operational processes. * Define **customer service policies and technical escalation levels**. * Manage key performance indicators such as **SLA, TTR, and CSAT**. * Develop an **internal training program** for the support team and customers. * Coordinate **failure escalations** with GPS hardware manufacturers and platform developers. * Oversee the **integration of GPS devices with the tracking platform** and ensure data quality. * Guarantee **efficient customer service** regarding installations, device operation, and platform usage. Requirements * Degree in **Computer Science, Telecommunications, Electronics, or related field**. * **+5 years of experience** in satellite tracking or telematics. * **Minimum 2 years** in technical support and customer service roles. * Solid knowledge of: * GPS protocols * Cellular networks (2G, 3G, 4G, 5G) * Tracking platforms * APIs, databases, or programming languages (desirable) * Experience **creating or restructuring support/IT teams**. * Advanced Excel. * Conversational English (desirable). Competencies * Analytical thinking * Teamwork * Strong sense of urgency * Problem solving * Responsibility and quality focus We Offer * $40,000 to $50,000 Gross Monthly * Statutory benefits * Opportunity to lead and build a strategic area * Professional development in a growing company Employment Type: Full-time, Probationary period Contract Duration: 3 months Salary: $40,000.00 – $50,000.00 per month Work Location: Hybrid remote work in Mixcoac, CDMX