Technical Support Specialist
Mexico City
Operations – Customer Support /
Full-time - Permanent /
On-site
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.
The Role
Join Megaport, a global leader in Network as a Service (NaaS), as we continue to expand across Latin America! We’re looking for a bilingual (English/Spanish) Technical Support Specialist with a background in networking who is passionate about helping customers and solving technical problems.
You’ll be the first point of contact for our customers, helping resolve technical and account-related issues via phone and web-based support. This is a dynamic, high-growth opportunity to work on real-world networking challenges while collaborating with teams around the world.
You’ll work independently, think creatively to resolve issues, and provide exceptional customer service. This role is ideal for candidates in Mexico who are looking to grow their careers in a global tech company with a strong engineering culture and supportive team environment.
What You'll Be Doing
- Deliver high-quality customer support in both English and Spanish.
- Handle technical and account inquiries via phone, email, and live chat.
- Meet or exceed support targets (KPIs and SLAs).
- Follow standard procedures and internal policies
- Accurately document all support activities using internal systems.
- Troubleshoot network, portal, and account-related issues using provided tools.
- Focus on resolving issues at first contact and keep customers informed.
- Spot opportunities to help customers improve their services
- Collaborate with vendors, suppliers, and internal teams to resolve cases.
- Clearly communicate and escalate unresolved technical issues.
- Support inbound sales and general inquiries.
- Think creatively to deliver the best outcome for each customer
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).
- Solid understanding of networking basics and software concepts
- Strong communication and customer service skills
- Experience in troubleshooting and solving networking-related issues
- Able to work independently and collaborate with global teams
- Detail-oriented, organized, and focused on delivering high-quality results
- Eager to learn and grow in a fast-paced tech environment
- Studying or completed a degree in IT, Networking, or a related field
- Networking certifications (CCNA, CCNP, CWNA, etc.) are a plus
What We Offer
- Flexible working environments
- Health Insurance Reimbursement
- Generous Leave Plans (parental, annual holidays, purchase program)
- Health & Wellness Allowance
- Generous study and training allowance + 5 days paid study leave
- Motivated team of industry experts and new talent
- Celebrated success with ‘Legend’ and ‘Kudos’ Awards
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.
