Chief Environments Support Engineer (Guadalajara)

We are seeking an experienced Chief Environments Support Engineer to oversee and enhance our support engineering operations. This role involves leading an expert team dedicated to maintaining exceptional standards of customer satisfaction and operational efficiency at all levels.

RESPONSIBILITIES

• Establish policies to ensure adherence to Service Level Objectives (SLOs) concerning response and resolution times
• Uphold excellence by maintaining high customer satisfaction ratings and following stringent quality standards in 90% of cases
• Guide the use of advanced troubleshooting tools and techniques to analyze root causes and provide comprehensive assessments to customers
• Oversee documentation relating to problem classifications, preventative actions, and further analysis techniques
• Direct the preparation of issue reports for customer engineers and coordinate with engineering teams to resolve complex product bugs