Lead Tech Support Specialist

What we need

The Technical Support Specialist serves as a primary customer-facing technical resource for both external and internal customers. This role is responsible for providing technical assistance, troubleshooting product-related issues, and helping customers maximize the value of Brady's hardware, software, and mobility solutions.

The ideal candidate is customer-focused, technically proficient, and passionate about solving problems while delivering an outstanding support experience. Based in San Luis Potosí or Mexico City.

What you'll be doing

• Provide remote diagnostics, troubleshooting, root cause analysis, and resolution of technical issues.
• Deliver customer support through multiple communication channels, including phone, email, chat, and service management platforms.
• Follow established support processes and service-level expectations to ensure timely issue resolution.
• Collaborate effectively with internal teams, technical specialists, and management to address customer concerns.
• Accurately document incidents, troubleshooting activities, and resolutions in the case management system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication with the customer.
• Keep customers informed of status updates, timelines, and changes to expectations throughout the support process.
• Maintain a strong technical understanding of assigned products, solutions, and technologies.
• Contribute to the creation, review, and maintenance of knowledge base articles and technical documentation.
• Support continuous improvement initiatives by identifying recurring issues and recommending process enhancements.
• Ensure a professional, customer-centric approach in all interactions with customers and colleagues.
• Participate in training activities to stay current on new product releases, technologies, and support procedures.
• Assist with special projects and other related responsibilities as assigned.
• Meet individual and team performance metrics while contributing to overall customer satisfaction goals.

What you'll need to be successful:

Required Qualifications:

• Bachelor's degree completed or currently in progress.
• Minimum of 1 year of experience providing technical support for mobile devices and applications.
• To be based in San Luis Potosí or Mexico City
• Experience supporting major operating systems, including:
  • iOS
  • Android
  • Microsoft Windows
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Fluent English proficiency.
• Fluent Portuguese proficiency.
• Ability to work effectively in a customer-focused, fast-paced environment.
• Availability to work within a shift-based schedule.

Preferred Qualifications

• Additional European language skills.
• Experience with SAP, Salesforce (SFDC), or similar business systems.
• Knowledge of Order-to-Cash (OTC) processes.
• Experience supporting continuous improvement initiatives, Lean, or Six Sigma methodologies.
• Experience working in a global or multi-cultural business environment.
• Understanding of customer claims, dispute resolution, and order fulfillment processes.

All your information will be kept confidential according to EEO guidelines.