Location: Monterrey, MX Office (Onsite)

The Support Specialist II is a mid-level technical support professional responsible for resolving complex customer and internal issues, owning escalations, and improving support processes. This role requires strong troubleshooting skills, solid product/technology knowledge, and excellent customer communication. The Support Specialist II mentors junior team members, drives root-cause analysis, and helps maintain knowledge resources to increase first-contact resolution and customer satisfaction.

Key Responsibilities: