.ENEA is looking for a dynamic Product Support Engineer with excellent knowledge of the telecommunications industry based out of Mexico/LATAM region. You must be technically adept as per the skills outlined below and having business analysis, communication, and customer presentation skills will be considered a plus. The successful candidate must be a good communicator in both Spanish and English. An ideal candidate must have a good attitude, a desire to learn, and gain experience.KEY RESPONSIBILITIES Work within well-defined system support guidelines. Prioritize faults to meet SLA. Investigate/reproduce faults/cause in-house related to system/network problems. Ensure correct working methodology. Take the lead in the development and presentation of post-event Root Cause Analysis Reports as required. Execute system configuration changes (change request) as per given access rights and necessary approvals within a stipulated time frame. Clear assigned Trouble Tickets. Provide technical expertise for products to influence development efforts with documentation. Participate in internal technical discussions to improve overall network performance and make recommendations wherever possible. Second-level service problem restoration, handle emergencies. Handle and analyze Trouble Tickets and recommend timely actions and solutions to Trouble Tickets with guidance or supervision when necessary. Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies. Read and work with other Technical Support Engineers on cases to cultivate expertise. Create new knowledge base articles to capture new learnings for reuse throughout the organization. Develop and implement feedback mechanisms to prevent future support process breakdowns. Work on unusually complex problems and provide solutions that are highly innovative. Analyze traffic via solution and tune the solution. Analyze reports and logs and present results to customers and/or account managers. ESSENTIAL / REQUIRED SKILLS Preferable Telecom Support Domain experience. Product Support experience is a plus. A scientific degree with 2-8 years of experience in the technical support arena in a software and/or Telecom environment, preferably in a multi-national company dealing with customers and colleagues around the world. Strong practical Unix/Linux operations, administration, and troubleshooting skills. TCP/IP knowledge and networking. UNIX scripting and maintaining Databases. Very good debugging in packet/network captures through Wireshark, tcpdump, tshark, etc. Linux System Administration or DevOps experience with an emphasis on system and application support, deployment, and automation. Deep networking experience from OSI layer 2 to layer 7+ (TCP/UDP/IP, HTTP, HTTPS, load balancers, firewalls, routers, switches). Experience with SQL, LDAP, or RDBMS. Good understanding of TCP/IP, packet captures, and analysis