• Receive, replicate, and analyze incoming software application support requests from clients through phone calls, chats, and emails in a high-pressure environment • Accurately log all relevant information in the support ticket in the issue tracking software while making sure the case information stays up to date at all times • Investigate software application issues using the available knowledge base, previous cases, and collaboration with other team members to resolve issues • Adjust the priority of issues raised to the Product Support Team based on provided guidelines and move them accordingly to appropriate queues • Escalate issues to 2nd level as necessary, providing steps to replicate, screenshots, and any additional relevant information such as log files (server traces) • Oversee assigned support cases while tracking related development fixes/product requests and communicating with clients and other teams • Through regular internal training workshops and self-learning, maintain an up-to-date working knowledge of SeatGeek products, including integrations with 3rd party products and hardware • Test/validate software application issues and bugs in both production and lower environments and work with the development team for a resolution

• Customer support excellence: Provide fast, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours. • Technical troubleshooting: Diagnose, reproduce, and resolve product issues; document bugs and work closely with our Engineering team to ensure timely resolutions. • Customer advocacy: Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering. • Process and knowledge improvement: Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; refine support processes to make the customer experience even smoother. • Product mastery: Build and maintain a deep understanding of Attio’s functionality, APIs, and integrations, staying ahead of upcoming releases and new features to support customers with confidence. • Team collaboration: Work closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and contribute to a culture of operational excellence. • Consultative guidance: Partner with customers to deeply understand their goals, workflows, and data models. Provide strategic, scalable solutions that go beyond resolving immediate issues — helping them optimise processes, automate intelligently, and realise long-term value from Attio.

• 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.