Technical Support Specialist II

We are seeking a bright and energetic Technical Support Specialist II to join our team. This is an exceptional opportunity for recent graduates looking to kick-start their career in the tech industry and make a significant impact in a dynamic, fast-growing company. As the primary technical contact, you'll gain hands-on experience managing Tier 1 support tickets and escalations for our strategic enterprise clients.

This is a hybrid position, working from our offices in the Reforma area of Mexico City, Mexico, 2 times a week.

What You’ll Be Doing:

Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat

Exceed customer expectations by providing timely responses and creating a positive experience

Get hands-on experience by owning support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D

Prioritize urgent requests by responding to them in adherence to our SLAs

Assist customers with general support inquiries including, but not limited to, login, user management, messaging, and settings requests

Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms

Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues

Aim to become a Subject Matter Expert across all our advanced premium features and API integrations

Take on special projects and additional duties as needed, providing variety in your role

What You Bring:

Excellent customer service skills coupled with a professional, calm, and positive attitude

1-3 years of relevant experience

Strong written and verbal communication skills - able to communicate effectively with both technical and non-technical customers

Exceptional multitasking, organizational, and time management skills, with a keen attention to detail

Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction

A proactive approach to problem-solving, backed by data and informed decisions

Familiarity with API and webhook integrations, or a keen interest to learn

Flexibility to work variable schedules as necessary

A team-oriented mindset, with the flexibility to work independently and participate in an on-call rotation or weekend shifts as needed

This role provides an exceptional stepping-stone for recent graduates or experienced professionals keen to dive into the tech industry. If you're passionate about customer service, excited by problem-solving, and keen to learn from a dedicated and experienced team, this role could be your springboard to a rewarding career in tech.

Perks & Benefits We Offer:

Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration

Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family

Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)

Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance

In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love

Join a mission-driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). Our team in Mexico was recognized as a Great Place to Work and Best Place to Code in 2026. We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies.

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About TigerConnect

TigerConnect is on a mission to transform and improve communication and workflows in hospitals and the healthcare industry overall. This is without a doubt a tall task, but one that we’ve been solving since 2010 and will continue to tackle with the right group of dedicated, thoughtful trailblazers. Headquartered in El Segundo, California, and with team members across seven countries, TigerConnect believes that the people building and supporting our products are the core to our success. From our outstanding benefits package to our focus on mental health & wellbeing to our life-saving products - working at TigerConnect allows you to build partnerships and truly make an impact on how healthcare communication is delivered.