Cognyte GCO - Support Technical Leader 

Mexico, Mexico City 

710754804

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

As a Cognyter you will:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.

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:

1. Strong knowledge of IT support processes and best practices (ITIL framework preferred).
2. Experience with monitoring tools, ticketing systems (Salesforce, Jira, Tableau), and remote support solutions – Mandatory
3. Networking communication knowledge – Mandatory
4. Familiarity with HW area HP Servers/ILO/ Raid – Advantage
5. 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.

Apply now.