MentorMate creates durable technical solutions that deliver digital transformation at scale by blending strategic insights and thoughtful design with brilliant engineering. MentorMate has completed over 1,500 projects and has global technological hubs in Europe and North and South America. With mature and established practices in enterprise web and mobile development, quality engineering, technical architecture, human-centered design, cloud, DevOps, data, and analytics, we provide contract-based career opportunities, competitive pay, and flexibility. MentorMate Paraguay was established in 2023 after the acquisition of Software Natura and is the Latin American headquarters of our global digital transformation consultancy efforts.
As part of global technology company Tietoevry Create, MentorMate enables people to work on impactful, global projects for recognizable brands and grow their careers in a team of over 10,000 experts.
Together with our sister company Infopulse, also part of Tietoevry Create, we are expanding our presence in Latin America and will be looking for experts in the telecom industry in Argentina. This collaboration aims to leverage our combined expertise to deliver exceptional digital transformation solutions in the telecommunications sector.
About the role We are looking to hire a Customer Support Team Lead who will oversee the monitoring and performance of our network infrastructure, including both transmission and IP. You will act on alarms and troubleshoot issues, including incidents reported by customers. Additionally, you will manage planned maintenance, suggest best practice changes, and contribute to our knowledge database to ensure optimal network performance and continuous improvement.
ResponsibilitiesManage and mentor a team of customer support engineers, providing guidance and support to ensure high performanceInteract with third party providers (hardware, network, FLM) in the course of trouble-shootingOwn and coordinate efforts for your incident by performing in-depth analysis and troubleshooting, including joint trouble-shooting with vendor/customerCoordinate ongoing planned maintenanceFollow and suggest changes for best practices, contribute to knowledge databaseOversee the daily operations of the site, ensuring all processes run smoothly and efficientlyRequirementsSolid foundation and expertise in operational knowledge on current platforms IP (Cisco, Arista, Juniper), Mobile Data and Transmission (fiber and xWDM) (Infinera, Ciena)Strong technical knowhow and skills in terms of troubleshooting (e.g. TCP/IP, MPLS, BGP, QoS, DWDM)Experience working in international telecom environment (NOC, Technical Support)Strong analytical capabilities and a drive to transform information into fact-based knowledgeProven experience in managing and developing a technical support teamAbility to handle multiple priorities and manage time effectively in a fast-paced environmentExperience in creating and implementing training programs for technical teamsExperience in site management, overseeing daily operations, and ensuring operational efficiencyStrong organizational skills with the ability to manage site-specific tasks and challenges effectivelyExceptional teamwork skills with a strong sense of responsibility, actively contributing to the success of the teamExcellent communication skills to effectively convey information and collaborate with various stakeholdersFluent professional English and Spanish MentorMate is a place of constant energy and personality. On the clock, we're technology experts and leaders that bring passion and knowledge to every project. Off the clock, we're an eclectic bunch of foodies, music buffs, artists, sports fanatics, karaoke pros, and outdoor enthusiasts.
Global leaders in digital consulting, design, and engineering services, MentorMate and Tietoevry Create are equal-opportunity employers. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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