Jobs at Arcules (Now Milestone) (Now Hiring) — 11 open

Milestone Systems is looking for a Technical Support Professional to join our Technical Support team in Mexico City.  This is a hybrid position in our Mexico City office. In this role, you will help customers and partners resolve technical issues, understand Milestone products, and get the most value from our solutions. 

This is a great opportunity for an early-career technical support professional who enjoys troubleshooting, learning new technologies, and working directly with customers. You do not need to know everything on day one — we are looking for someone with strong communication skills, technical curiosity, and the ability to learn. 

Because this role supports customers across multiple regions, fluency in Portuguese, Spanish, and English is required. We strongly encourage candidates who are fluent in Portuguese to apply, even if they do not meet every technical requirement listed below. 

Key Responsibilities 

• Provide technical support to Milestone customers and partners through phone, email, chat, and other support channels. 

• Troubleshoot customer-reported issues related to Milestone software, operating systems, networking, storage, databases, and general IT environments. 

• Learn and use Milestone products regularly with the goal of building strong product knowledge over time. 

• Document support cases clearly and accurately in the case management system. 

• Provide timely updates to customers, including next steps, status changes, and resolution details. 

• Deliver a professional and courteous customer experience while managing multiple support cases. 

• Identify when an issue requires additional expertise and escalate appropriately. 

Required Qualifications 

• Fluency in Portuguese, Spanish, and English — written and spoken. 

• Previous experience working in a technical support, helpdesk, service desk, or similar role. 

• General understanding of modern IT systems, including Windows Server operating systems, VMWare or Hyper-V virtualization software, IP networking, and network storage 

• General understanding of basic networking concepts such as IP addressing, DNS, DHCP, firewalls, ports, and connectivity troubleshooting. 

• Strong customer service mindset and ability to troubleshoot problems logically, ask revealing questions, and document findings clearly. 

• Comfortable working with support tools such as case management systems, knowledge bases, and remote support tools. 

• Willingness to learn Milestone products and related technologies. 

• Willingness to work 3 days per week from the Milestone office on Paseo de la Reforma in Mexico City. 

Nice to have 

We are looking for an early-to-mid career candidate, so we do not expect deep expertise in every area. Familiarity with some of the following is helpful: 

• A degree in Computer Science, Information Technology, or Computer Information Systems, or relevant IT industry certifications from vendors such as AWS, CompTIA, or Microsoft is helpful but not required. 

• Experience installing and using Linux operating systems, especially Debian or Ubuntu-based distributions. 

• General awareness of modern IT trends such as APIs, CI/CD software development, cloud services, containers, and virtualization. 

• General awareness of cybersecurity concepts such as authentication, encryption, permissions, and certificates. 

• General awareness of cloud service offerings from providers such as AWS, Google Cloud, or Microsoft Azure. 

Why Join Milestone? 

At Milestone Systems, you’ll join a growing international software company with a strong portfolio of in-demand video technology solutions. For more than 25 years, Milestone has helped organizations use video to see, understand, and respond to the world around them. Here, you’ll have opportunities to build your technical skills, learn from experienced colleagues, and grow your career as part of a global team. Our work is guided by a People First mindset, and a commitment to responsible technology, ensuring that innovation serves people, businesses, and society. 

 The monthly on-target earnings for this position range from 42,000 to 50,000 MXN. Pay is based on the level, location, complexity, responsibility, and job duties of the specific position and is just one component of Milestone’s total compensation package. We pay 100% of the health insurance premiums for our employees and their eligible dependents, with an affordable 2 UMAM deductible and 10% coinsurance capped at MXN $26,500. We also offer a fully paid life insurance policy. Employees are offered paid vacation, sick, maternity, and paternity leave, as well as professional development, flexibility, and fitness reimbursement. 

Milestone is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer.

Contact and application

Please apply at our website: www.milestonesys.com