Location
Monterrey, Mexico, Mexico
Posted
July 01, 2026
Job Description
The Tier 2 Global Team Lead will play a key role in managing a team of 8-10 technical experts in providing efficient and high-quality support. The ideal candidate will have strong leadership skills, a solid background in troubleshooting complex issues, and a commitment to achieving team objectives, KPIs, and service level agreements (SLAs). You will play a key role in managing escalated and pilot cases, new product introductions (NPI), and product releases while ensuring a solid knowledge base is maintained to optimize troubleshooting and reduce case resolution times.
**1. Team Leadership and Development**
· Lead, mentor, and manage a global Tier 2 team, ensuring high performance, team morale, and professional growth.
· Provide guidance, training, and support to team members, helping them overcome technical challenges and improve skill sets.
· Conduct regular performance reviews, offering constructive feedback and implementing development plans.
...
**1. Team Leadership and Development**
· Lead, mentor, and manage a global Tier 2 team, ensuring high performance, team morale, and professional growth.
· Provide guidance, training, and support to team members, helping them overcome technical challenges and improve skill sets.
· Conduct regular performance reviews, offering constructive feedback and implementing development plans.
...