Technical Support Engineer

We are looking for a Technical Support Engineer to join a growing customer-facing technical team. This role sits between traditional customer support and software engineering. The ideal candidate is someone who is comfortable working directly with customers while also having the technical curiosity and problem-solving ability to investigate complex issues, understand integrations, review technical configurations, and work with code when necessary. We are looking for someone who can go beyond standard support procedures, dig into technical problems, understand how systems interact, and independently determine the best path toward a solution. The role may also support technical onboarding, implementation, integrations, and migrations, making previous experience helping customers implement or configure technical products especially valuable. Responsibilities Provide advanced technical support for customers, handling issues that require deeper investigation beyond standard frontline support. Troubleshoot complex customer issues across product functionality, configurations, integrations, and technical workflows. Investigate problems independently and move beyond predefined support procedures when necessary. Communicate directly with customers to understand technical issues, explain solutions, and guide them through troubleshooting steps. Review and understand existing code, configurations, logs, or technical documentation when needed to diagnose problems. Work with integrations and connected systems, including APIs, webhooks, automation tools, and other integration methods. Support customers during technical onboarding and product implementation. Assist with configuration, migrations, integrations, and other activities required to successfully launch new customers. Partner with Solutions Engineering, Integration Engineering, Product, and Engineering teams when issues require deeper technical expertise. Identify when an issue can be resolved independently versus when it needs to be escalated to Product or Engineering. Use available tools, documentation, AI resources, and independent research to investigate and solve unfamiliar technical problems. Help improve technical support and implementation processes as the team continues to grow and mature. Document recurring issues, troubleshooting approaches, and implementation knowledge to improve future support efficiency. Balance strong technical problem-solving with a customer-focused and service-oriented approach. Previous experience in technical support, technical implementation, solutions engineering, integration support, implementation consulting, or a similar customer-facing technical role. Strong troubleshooting and analytical skills. Ability to independently investigate technical problems and determine potential solutions. Comfortable working directly with customers and translating technical concepts into clear, understandable language. Experience working with software integrations, such as APIs, webhooks, Zapier, or similar technologies. Ability to understand and review code without necessarily being a full-time software developer. General familiarity with modern web applications and how front-end and back-end systems interact. Strong technical curiosity and willingness to learn unfamiliar systems and technologies. Comfortable working in an evolving environment where processes may still be developing. Strong communication, organization, and follow-up skills. Advanced English proficiency is required. Preferred Qualifications Experience with technical onboarding or software implementation. Experience supporting customer migrations, integrations, or system configuration. Familiarity with Python or the ability to understand basic Python code. Familiarity with front-end technologies and concepts. Experience troubleshooting APIs, webhooks, or third-party integrations. Previous experience in a SaaS or technology company. Experience working with distributed technical and engineering teams. Why Join MezTal? At Meztal , we prioritize innovation, collaboration, and personal growth. You’ll have the opportunity to work on meaningful projects, be part of a supportive team, and enjoy a culture that values work-life balance and professional development. Christmas Bonus : 30 days, to be paid in December. Major Medical Expense Insurance : Coverage up to $25,000,000.00 MXN. Dental Insurance : Always smile with confidence! Life Insurance : (Death and MXN Disability) Vacation Days : 12 vacation days in accordance with Federal Labor Law + Floating Holidays : 3 floating holidays in addition to the 7 official holidays in Mexico. Cell Phone Reimbursement & Transportation Subsidy. Hybrid Scheme : Enjoy the best of both worlds, remote and in-office work. Multicultural Exposure : Work with operations within Mexico and the United States. MezTal Internal Events : Strike a healthy balance between your professional and personal goals. Exclusive Discounts : Benefits with different companies for being part of MezTal. Academic Agreements : Access to national universities and language schools.