Pellera Technologies — Puebla (On-site Role)**
Pellera Technologies is looking for a Customer Support Team Lead to oversee a team of agents who provide high-quality support across various managed services. This role is perfect for someone with an operational mindset, strong ownership, and a passion for coaching and developing teams.
This is a 100% on-site position based in our Puebla office.
General Accountabilities
Lead a team of customer support agents focused on delivering exceptional customer experiences and meeting operational KPIs.
Provide continuous support to the team, including answering questions, conducting weekly 1:1s and team meetings, and giving real-time feedback.
Set and track individual and team objectives, communicating performance results to management and key stakeholders.
Coordinate daily workflows, adjusting resources and workload distribution to meet SLA requirements across multiple managed services.
Act as a Subject Matter Expert by generating and presenting performance reports, identifying trends, and highlighting opportunities for improvement.
Job Qualification
- Elementary education preferred
- Technical
skills: 1-2 years of Customer Service
- Elementary education preferred
- Technical skills: 1-2 years of Customer Service
Technical Skills
7+ years network engineering experience in large Enterprise environments or MSP.
MSP and consulting experience highly preferred.
Experience working in enterprise datacenters is required.
Experience with Cisco routing and switching technologies is required; Nexus experience preferred.
Experience with Prime Site Survey, VPN Anyconnect, DMVPN, MPLS, Solarwinds, Infoblox, Splunk, Cisco ACS, F5 Balancers is highly preferred.
- Expert Cisco configuration and troubleshooting skills across multiple platforms including Cisco Wireless, Firewall ASA, Firepower, Routing and Switching (medium to expert level), Cisco ISE, Site to Site VPNs, Cisco SD-WAN is required.
Professional Skills
Fluent English language skills required: verbal and written communication.
Self-motivated and disciplined.
Strong stakeholder relationship management skills.
Strong investigative and analysis skills.
Strong technical and process design and implementation skills.
Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
Ability to work creatively and analytically in a problem-solving environment.
Manages multiple priorities in a high-pressure environment.
Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.
Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.
Benefits
Medical, Dental, and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.
PTOs
Vacation Days.
Save on commute
Paid office parking.
Discount Programs
Medical-related discounts.
Prime location
In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.
Sponsored Events
Team social events and Christmas Dinner.
Sport Activity
Join your colleagues in various sports activities in the area.
Eat & Drink
Enjoy a kitchen stocked with drinks, coffee, and snacks.
