Description
Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime are no longer enough… Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.
For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions.
We are currently looking for a Support Technical Leader in our office in Mexico.
The Technical Leader will oversee technical support operations, ensuring efficient project delivery, customer satisfaction, and streamlined support processes. This position requires a balance of leadership, technical expertise, and problem-solving skills to support project teams, ultimately driving customer success and operational excellence.
As a Cognyter you will:
- Lead and Mentor Teams: Provide mentorship and guidance to enhance technical capabilities and ensure team members have the necessary resources and training in telephony, networking, and hardware.
- Oversee Technical Delivery: Ensure the technical aspects of project delivery meet quality standards, customer expectations while driving project efficiencies with the use of best practices.
- Champion Innovation and Continuous Improvement: Identify and implement new technologies or methodologies to enhance project outcomes and service quality, while analyzing support metrics and feedback for continuous improvement.
- Act as Technical Authority: Serve as the point of escalation for complex issues and lead technical discussions with stakeholders, including troubleshooting and resolution of advanced problems related to telephony, networking, and hardware.
- Collaborate Across Teams: Work closely with project managers, product development, engineering, sales, and other departments to align technical objectives, resolve root causes, and ensure the team’s deliverables support business priorities.
Requirements
For that mission you’ll need:
- Education: Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field.
- Experience: 5+ years in IT support, customer service, or technical operations, including leadership experience – Mandatory
- Technical Skills:
- Strong knowledge of IT support processes and best practices (ITIL framework preferred).
- Experience with monitoring tools, ticketing systems (Salesforce, Jira, Tableau), and remote support solutions – Mandatory
- Networking communication knowledge – Mandatory
- Familiarity with HW area HP Servers/ILO/ Raid – Advantage
- Familiarity with programming logic and troubleshooting methodologies – Advantage
- Languages: Fluent English; advanced Spanish preferred.
- Proactive problem-solving and solution-oriented mindset.
- Strong leadership, communication, and conflict resolution.
- Ability to manage pressure, multitask, and remain accountable.
- Adaptability to evolving technology and business processes.
Remember: When you're curious enough, you don't need to check every box to apply. Be in touch!
Top Skills
What We Do
Cognyte Software Ltd. is a global leader in investigative analytics software that empowers a variety of government and other organizations with Actionable Intelligence for a Safer World™. Our open interface software is designed to help customers accelerate and improve the effectiveness of investigations and decision-making. Hundreds of customers rely on our solutions to accelerate and conduct investigations and derive insights, with which they identify, neutralize, and tackle threats to national security and address different forms of criminal and terror activities.
