About Megaport
We’re not your typical tech company – and we don’t want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We’re publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.
Our Team Culture
We’re a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone’s voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.
The Role
We're seeking a skilled Customer Support Engineer to join our growing team in Mexico City, where you'll be the go-to expert for resolving complex networking issues for our English-speaking customers. As the first point of contact, you’ll provide high level service while troubleshooting and escalating technical challenges for the Mexico Megaport customer base.In this dynamic, fast-paced role, you'll collaborate with a global team to efficiently manage customer requests and deliver seamless solutions.
You'll gain hands-on experience with Megaport's rapidly expanding global network and have the opportunity to grow your career. If you're passionate about problem-solving, detail-oriented, and thrive in an independent work environment, this is the perfect opportunity for you!This role will require office attendance between Tuesday to Thursday if you are rostered between these days.
What You Will Be Doing
- Deliver high-quality customer support in English and Spanish.
- Identify opportunities for customers to optimize their services.
- Providing high-quality customer service.
- Meet or exceed customer support KPIs and SLAs.
- Adhering to operating procedures and policies.
- Thoroughly document work using relevant systems/software.
- Troubleshoot network, portal, and account issues using various tools.
- Prioritise first contact resolution and manage customer communication until resolution.
- Prioritise first contact resolution and manage customer communication until resolution.
- Manage requests from vendors, suppliers and other business units.
- Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management.
What We Are Looking For
- Fluent in English and Spanish, both written and verbal
- Willingness to travel into the Mexico City office for shifts (hybrid arrangements available).
- Availability for shift work in the future (including occasional weekends).
- Studying Bachelor's Degree relative to IT or Telecommunications
- Understanding of fundamental networking and software concepts.
- Confident in communicating, troubleshooting, and escalating complex technical problems.
- A passion for innovation and technology.
- Conversational English, excellent written and verbal communication skills.
- Comfortable working with internal and external stakeholders to deliver exceptional customer service.
- Ability to work autonomously within a globally dispersed team environment.
- Strong work ethic.
- Strong problem-solving skills, comfortable thinking outside the box to deliver solutions quickly.
- High attention to detail.
- Solution focus and a keen interest in process improvement.
- Experience handling inbound sales inquiries within the networking industry (or similar) will be highly regarded.
What We Offer
- Competitive Compensation Packages
- Flexible working environments
- Birthday Leave
- Generous study and training program + 5 days paid study leave
- Additional Leave via Purchased Annual Leave Scheme
- Health and Wellness Program
If you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [email protected] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".
All applications will be treated in confidence.Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact Megaport's data protection officer if you have any further privacy-related questions.
Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.Apply for this job
