Customer Support Specialist
Mexico City
Operations – Customer Support /
Full-time - Permanent /
Hybrid
About Megaport
Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock Exchange. We’re a lean, high-achieving team made up of over 300 members globally. While the company is headquartered in Brisbane, Australia, employees are spread out across North America, Europe, and Asia-Pacific. Staff enjoy an environment that is collaborative, supportive, and fun.
Our Team Culture
Join a team of globally-positioned industry experts that lead by example. We do not compromise our values for commercial gain; we are all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do and this, in turn with a global vision, forms a commitment to each other, our customers, and shareholders alike.
About The Role
At Megaport, we’re changing the way the world connects to the cloud. As a leading Network-as-a-Service (NaaS) provider, our platform is used by global enterprises to build agile, scalable networks in minutes. With customers across North America, Europe, and APAC, our support team is at the core of delivering world-class service and technical expertise.
We're looking for a Network Support Engineer to join our growing Mexico City team, supporting our English-speaking customers and helping resolve complex networking issues with confidence and care.
What You'll Be Doing
- Deliver high-quality, first-line and second-line support across networking, account, and portal issues.
- Troubleshoot IP networking issues (Layer 2/3), including BGP, DNS, and routing problems.
- Manage customer interactions across phone, ticketing, and web-based platforms.
- Accurately track and document all cases in our systems.
- Prioritise first-contact resolution and escalate appropriately when needed.
- Collaborate globally with engineering, NOC, and product teams to resolve issues.
- Work with vendors, partners, and internal stakeholders to drive customer outcomes.
- Identify ways to optimise services and improve our processes.
- Meet or exceed support KPIs and maintain SLAs.
Must-Have’s
- 3+ years of experience in network incident resolution or support (ISP, cloud, or data centre environment).
- CCNA or JNCIA certification (or equivalent hands-on experience).
- Strong knowledge of networking fundamentals: TCP/IP, BGP, DNS, MPLS, VLANs.
- Fluent in English – both written and verbal communication.
- Clear, professional communicator who can simplify technical issues for customers.
- Strong attention to detail and time management.
- Able to work autonomously and troubleshoot under pressure.
- Comfortable working shifts as part of a global support model.
- Able to attend the Mexico City office on Tuesday, Wednesday, and Thursday if rostered for a shift.
Nice-to-Haves
- Experience with Juniper and/or Cisco hardware platforms.
- Familiarity with Internet Peering, MPLS Layer 2/3 VPNs, IS-IS, and network routing protocols.
- Experience in virtualised environments (VMs, cloud platforms, etc.).
- Familiarity with ITIL or structured incident management processes.
What We Offer
- Flexible working environments
- Birthday Leave
- Generous study and training allowance + 5 days paid study leave
- Creative, fun, and contemporary workspaces
- Motivated team of industry experts and new talent
- Celebrated success with ‘Legend’ and ‘Kudos’ Awards
- Health and wellness program
#LI-DNI
If you have any questions, please reach out to Megaport's Talent Acquisition Team at Careers@megaport.com
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 careers@megaport.com 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.
