Technical Support Engineer, II

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

 

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

Position acts as the technical liaison between Partners, Customers, Technical Support, Sales, Engineering and Product Management to ensure efficient integration of Zebra’s Products and solutions.
The position is responsible for delivering consulting, guidance and development support to integrate Zebra Products and Solutions into customer applications and to resolve complex technical issues.

– Works with customers, partners and others in creating solutions that integrate with Zebra devices
– Works on design, development and delivery of integration solutions, covering all technical aspects of the implementation lifecycle.
– Understands business challenges and translates them into process/technical solutions
– Provides support for partners, integrators and customer’s technical resources in delivering solutions
– Responsible for project management of integration solutions of Zebra products and solutions
– May work on creating training materials and participating in training programs.
Note: The statements herein are intended to describe the general nature and level of work being performed by
employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of
personnel so classified.

Minimum Qualifications

• Education: Bachelor's degree from an accredited college or university, preferably in Information Technology, Computer Science, Computer Engineering, Telecommunications, or a highly related technical field (or equivalent practical experience) .
• Experience: A minimum of 1 to 4 years of professional experience in a technical customer support, helpdesk, or systems engineering role .
• Technical Skills: Intermediate hands-on troubleshooting knowledge of hardware, software applications, and basic networking/cloud-based infrastructures .Familiarity with ticket management platforms (such as Jira or equivalent ITSM systems) and SLA-driven environments .Basic scripting knowledge (e.g., shell scripting or command line utilities) for application monitoring and task automation .
• Language & Communication: Strong written and verbal communication skills in English with the ability to clearly translate complex technical solutions to non-technical customers .

Preferred Qualifications

• Advanced Education: MBA in IT, Management Information Systems (MIS), or advanced technical certifications .

• Enhanced Troubleshooting:Proven experience conducting deep root-cause analysis (RCA) and providing code-level or advanced workarounds .Experience troubleshooting hardware & networking components, mobile operating systems (especially Android-enterprise platforms), or wireless network infrastructure (WLAN) .
• Emerging Technologies: Some exposure to AI-driven diagnostic tools, predictive maintenance software, or virtual support assistants .
• Soft Skills & Leadership:Excellent customer handling skills with a proven track record of de-escalating critical client issues .Strong prioritization and multitasking skills in fast-paced, high-pressure environments .Potential or interest in mentoring junior/entry-level team members or helping build internal documentation and knowledge-base articles .

Key Technical Skills

• Advanced Diagnostics & Troubleshooting: Ability to analyze complex, multi-variable technical issues, run root-cause analysis (RCA), and isolate software vs. hardware defects.
• Logs & System Observability: Proficiency in reading, parsing, and analyzing system diagnostics, event logs, APIs, and communication protocols (e.g., using Postman, Kibana, or Grafana).
• Enterprise Networking & Connectivity: Solid knowledge of TCP/IP, wireless infrastructures (WLAN), security protocols, and secure file transfers (such as AS2, SFTP, and Web Services).
• Operating Systems & Environments: Hands-on troubleshooting experience with enterprise platforms including Android Enterprise, Windows, and Linux systems.
• SLA & ITSM Tool Management: High-level efficiency in managing, triaging, and updating critical tickets inside enterprise service desk platforms like Jira Service Management or ServiceNow under strict SLA guidelines.

• Position Type: Regular, Full-Time (40 Hours/week)
• Work Shift: Day Shift | 8:00 AM – 5:00 PM
• Location Schema: Hybrid Role (Based in Mexico City, Mexico)
• Key Focus: Serving as a crucial technical liaison for high-priority US, Canada, and LATAM clients.

 

Benefits:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

Job Posting Statement:

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.