Careers
Bilingual Technical Support Specialist
- Location
- Monterrey
- Work mode
- Onsite
- Type
- Full-time
- Level
- Mid
- Language
- Bilingual English-Spanish
- Department
- Technical Support
- Shift
- Rotating, US business hours coverage across time zones
- Requisition
- CSMX-BPO-003
About the role
You will diagnose and resolve technical issues for United States technology, SaaS and telecommunications clients from our Monterrey centre, working in English and Spanish. This is not a script role: your job is to determine the real cause of a problem and resolve it, avoiding unnecessary escalations.
Key responsibilities
- Diagnose and resolve technical issues across connectivity, device configuration, software applications and platform access, in English and Spanish
- Use diagnostic tooling to determine whether a fault is client-side or platform-side before escalating
- Document a diagnostic conclusion, not just a symptom, before escalation
- Code every escalation reason according to the defined taxonomy
- Guide customers through resolution procedures clearly and without unnecessary jargon
- Resolve at first contact wherever the diagnosis allows
- Log every interaction completely in the client ticketing system
- Escalate to tier 2 or engineering following established protocols
- Participate in weekly case reviews that feed the improvement cycle
- Contribute new diagnostic paths to the technical knowledge base
Requirements
- Native or equivalent Spanish
- English at CEFR B2 or above, assessed before offer, as this role is client-facing in English
- One to three years in technical support, help desk, telecommunications or field technical service
- Demonstrable problem-solving and diagnostic reasoning
- Working knowledge of basic networking: TCP/IP, DNS, DHCP, WiFi, router configuration
- Secondary education completed. Technical or university study in computing, telecommunications or electronics is a significant advantage
- Availability for rotating shifts aligned to US coverage, including weekends
- Availability to work onsite in Monterrey
- Valid Mexican identification and right to work (CURP and RFC)
Preferred
- English at C1, which unlocks progression to tier 2, trainer and lead roles
- Experience at a telecommunications operator, internet service provider or SaaS company
- Certifications: CompTIA A+, Network+, CCNA, ITIL Foundation
- Experience with ticketing platforms (ServiceNow, Jira Service Management, Zendesk)
- Prior experience in a tier 2 or advanced diagnostic role
Career path
Bilingual Technical Support Specialist → Tier 2 Specialist → Technical Team Leader or Trainer → Technical Operations Manager
What we offer
- Direct employment with Corpshore Mexico under the Federal Labour Law
- IMSS social security registration from day one
- INFONAVIT housing fund and retirement savings (SAR and Afore) as required by law
- Year-end bonus (aguinaldo) above the legal minimum
- Leave under the vacaciones dignas reform, with a vacation premium above the legal minimum
- Statutory profit sharing (PTU)
- Grocery vouchers and a savings fund with employer contribution
- Major medical insurance for eligible roles, with family cover options
- Paid initial training and continuous development throughout employment
- Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
- Language development support, with a focus on progression from B2 to C1 in English
- Documented career path with internal promotion prioritised
- Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
- Access to career opportunities across the global Corpshore network
Equal opportunity and data protection
Corpshore Mexico is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under the Federal Labour Law. Personal data provided during selection is handled under the LFPDPPP and its Regulation, used solely for recruitment and retained under our documented policy. You may exercise your ARCO rights by contacting info@corpshore.solutions.
Apply for this role
Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily and shortlisted candidates are contacted within five business days.