• Act as the technical support escalation point for IT and AV customers, providing in-depth troubleshooting and resolution for escalated tickets involving NETGEAR equipment, with a preference in engaging customers directly by phone. • Diagnose and resolve complex technical issues related to: - Layer 2 and Layer 3 switching - QoS / IGMP / STP - AV protocols and interoperability (Dante, NDI, AES67, etc.) - Routing protocols - Wireless networking • Collaborate with engineering and product teams to escalate and resolve bugs or undocumented behaviours, ensuring high customer satisfaction. • Assist with advanced configurations, firmware validation, and product behaviour replication in lab environments. • Document solutions, root causes, and workarounds in the knowledge base to support continuous improvement of support operations. • Provide feedback to product and development teams regarding recurring issues, customer feature requests, and usability improvements. • Stay up to date with emerging networking and AV technologies, including NETGEAR product roadmaps and firmware updates. • Contribute to proactive support initiatives, including support guides, training for lower tier support teams, and customer-facing webinars or documentation. • Monitor for, identify and report on trends in escalations.

Role Description Enroute is seeking a Technical Support Trainee to join our team on a project-based engagement. In this role, you will: - Support day-to-day technical operations. - Assist in troubleshooting issues. - Provide first-level support to users. - Collaborate with cross-functional teams to ensure timely resolution of incidents. - Contribute to maintaining system stability and user satisfaction. The ideal candidate is eager to learn, detail-oriented, and comfortable working in a fast-paced environment. You are proactive, curious about technology, and motivated to grow your technical skills while delivering high-quality support. Qualifications - 1–2 years of experience in web development or technical support roles (Junior level). - Solid knowledge of JavaScript, HTML, and CSS. - Basic understanding of Web Development principles and front-end architecture. - Experience analyzing technical issues in web-based environments. - Ability to read logs and analyze system behavior to identify potential root causes. - Strong written and verbal communication skills for clear documentation and issue reporting. - Advanced English level. - Experience working with AdTech platforms or digital advertising technologies (such as ad tags, tracking pixels, Google Tag Manager, or campaign tracking tools). Requirements - Triage and investigate incoming technical issues and support tickets. - Analyze logs, system behavior, and reported symptoms to identify root causes. - Reproduce reported issues and validate problems when possible. - Detect recurring issues and identify patterns across multiple cases. - Document findings, troubleshooting steps, and technical observations clearly and accurately. - Escalate issues to Engineering or Senior Support following defined processes. - Track issue status and follow up to ensure proper resolution. - Support validation of fixes and confirm successful issue resolution. - Maintain internal documentation, FAQs, and troubleshooting guides. - Participate in training sessions, shadowing, and continuous improvement initiatives. Benefits - Monetary compensation. - Year-end Bonus. - IMSS, AFORE, INFONAVIT. - Major Medical Expenses Insurance. - Minor Medical Expenses Insurance. - Life Insurance. - Funeral Expenses Insurance. - Preferential rates for car insurance. - TDU Membership. - Holidays and Vacations. - Taquitos Rewards. - Amazon Gift Card on your Birthday. - Work-from-home Bonus.

Role Description Enroute is seeking a Technical Support Trainee to join our team on a project-based engagement. In this role, you will: - Support day-to-day technical operations. - Assist in troubleshooting issues. - Provide first-level support to users. - Collaborate with cross-functional teams to ensure timely resolution of incidents. - Contribute to maintaining system stability and user satisfaction. The ideal candidate is eager to learn, detail-oriented, and comfortable working in a fast-paced environment. You are proactive, curious about technology, and motivated to grow your technical skills while delivering high-quality support. Qualifications - 1–2 years of experience in web development or technical support roles (Junior level). - Solid knowledge of JavaScript, HTML, and CSS. - Basic understanding of Web Development principles and front-end architecture. - Experience analyzing technical issues in web-based environments. - Ability to read logs and analyze system behavior to identify potential root causes. - Strong written and verbal communication skills for clear documentation and issue reporting. - Advanced English level. - Experience working with AdTech platforms or digital advertising technologies (such as ad tags, tracking pixels, Google Tag Manager, or campaign tracking tools). Requirements - Triage and investigate incoming technical issues and support tickets. - Analyze logs, system behavior, and reported symptoms to identify root causes. - Reproduce reported issues and validate problems when possible. - Detect recurring issues and identify patterns across multiple cases. - Document findings, troubleshooting steps, and technical observations clearly and accurately. - Escalate issues to Engineering or Senior Support following defined processes. - Track issue status and follow up to ensure proper resolution. - Support validation of fixes and confirm successful issue resolution. - Maintain internal documentation, FAQs, and troubleshooting guides. - Participate in training sessions, shadowing, and continuous improvement initiatives. Benefits - Monetary compensation - Year-end Bonus - IMSS, AFORE, INFONAVIT - Major Medical Expenses Insurance - Minor Medical Expenses Insurance - Life Insurance - Funeral Expenses Insurance - Preferential rates for car insurance - TDU Membership - Holidays and Vacations - Taquitos Rewards - Amazon Gift Card on your Birthday - Work-from-home Bonus

• Work directly with customers to complex Salesforce/Litify issues and answer technical questions • Debug complex issues and be able to quickly discern between configuration issues, product bugs, and Salesforce platform bugs • Reproduce issues in Salesforce sandboxes and demo orgs • Identify potential product bugs and provide all relevant information (issue detail, steps to reproduce, etc.) to Litify Tier 2 Support • Work closely with Customer Success Managers to collaborate on potential solutions and next steps • Perform basic configuration changes in Salesforce (Modify Permissions, Update Records, Tweak Automations [Flows, etc.]) • Participate in special projects such as providing support for products in beta • Develop knowledgebase articles and video walkthroughs for the Litify Community • Contribute to Support Engineering’s culture of collaboration, continuous improvement, and positivity