(Fluent English) Technical Support Consultant (remote, LATAM)

Mexico·Mexico CityRemoteContractmid

Customer SuccessTechnical Support

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Quick Summary

Key Responsibilities

Act as the main technical lead for client onboarding, data scanning,

Requirements Summary

Excellent English communication skills (at least C1 for both spoken and written); At least 2 years of experience in a Technical Support, Application Support,

Technical Tools

Customer SuccessTechnical Support

Responsibilities

~1 min read

→Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting;
→Diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems;
→Resolve discovery errors, like raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes;
→Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions;
→Translate raw telemetry and findings into clear, actionable guidance for client IT admins and internal engineering teams;
→Assist IT teams in configuring secure network paths and access permissions required for platform deployment;
→Efficiently document, package, and escalate unresolved core product issues to internal engineering for rapid resolution;
→Track recurring technical issues across enterprise environments to recommend product improvements and prevent client downtime;
→Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients.

Requirements

~1 min read

Excellent English communication skills (at least C1 for both spoken and written);
At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments;
Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure;
Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls;
Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures;
Highly tech-savvy with a sharp aptitude for mastering sophisticated, AI-driven data security platforms and security compliance frameworks quickly;
Excellent troubleshooting and problem-solving abilities;
Customer-oriented and responsible attitude;
Excellent interpersonal skills.

Nice to Have

~1 min read

Hands-on experience with LDAP and Active Directory (PowerShell, ADUC) to perform tree traversals, inspect scopes, and validate service account permissions;
Practical understanding of SMB/CIFS protocols, Windows File Servers, and SID-to-ACL permission mapping;
Experience troubleshooting security settings, API integrations, and access hierarchies in M365, Google Drive, Box, Azure, and cloud storage;
Familiarity with data-in-transit security, including SSH keys, SSL/TLS certificates, DNS routing, and SSH tunneling;
Basic proficiency with Linux (Ubuntu) and Kubernetes (k8s/k3s), using kubectl and shell commands for environment inspection;
Ability to write and interpret basic SQL queries to analyze data schemas and verify database states.