Salary: Competitive

Location: Mexico City, Mexico – Hybrid

Contract: Permanent

Hours: Full time, 48 hours per week

Are you passionate about solving technical problems and supporting customers globally?

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Join our Technical Support team and play a key role in delivering excellent support across a diverse portfolio of digital products and platforms.

About the role

As a Technical Support Agent, you will accept, own, investigate, and resolve technical support issues reported by external or internal customers across CUPA digital products globally. You will apply strong technical knowledge, problem-solving skills, and effective communication techniques to deliver high-quality support and ensure customer satisfaction.

You will be responsible for managing a wide range of technical issues across multiple platforms and products, contributing to continuous improvement and acting as a key voice of the customer.

Additional responsibilities and accountabilities include:

• Provide technical support to customers (administrators, teachers, users) and internal teams, investigating issues through to resolution or escalation.
• Gather and analyze technical information to diagnose problems and identify root causes.
• Resolve basic customer issues and escalate complex cases to senior or specialist teams when required.
• Identify trends or widespread issues and escalate through the appropriate channels.
• Perform troubleshooting and issue characterization, including frequency, impact, and error identification.
• Determine whether issues are expected behavior, limitations, or defects requiring further investigation.
• Recreate technical issues where necessary to support investigation and resolution.
• Maintain accurate records of investigations using the incident tracking tool.
• Communicate investigation status and solutions clearly to customers.
• Populate and contribute to the knowledge repository with solutions and learnings.
• Participate in cross-team reviews to improve products and services.
• Suggest improvements to customer-facing technical documentation.
• Manage and prioritize tickets in line with OLAs and SLAs.
• Adapt communication style based on customer technical knowledge and needs.
• Mentor new team members when appropriate.

This position is classified as hybrid, requiring approximately 40–60% office presence for collaboration and team engagement.

About you

You are a proactive and detail-oriented technical professional who thrives in a fast-paced, global support environment. You are comfortable managing multiple priorities and communicating with a wide range of stakeholders.

Essential requirements:

• Experience in a technical support role or relevant technical qualification.
• Strong problem-solving and analytical skills.
• Excellent communication skills, with the ability to engage at different technical levels.
• Ability to manage multiple tasks and priorities effectively.
• High attention to detail and ability to work under pressure.
• Strong sense of ownership and accountability for issue resolution.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new products and technologies.

Desirable criteria:

• Experience supporting multiple products or platforms across different business areas.
• Familiarity with troubleshooting complex technical environments.
• Experience contributing to knowledge bases or documentation improvements.
• Understanding of customer support processes and ticketing tools.

For more information on responsibilities, relationships, and job challenges, kindly review the detailed job description, please refer to the link at the bottom of the advert on our careers site.

Rewards and benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• Law benefits
• Life assurance
• Medical Insurance
• Vales de despensa (Vouchers food)
• Fondo de ahorro (Saving fund)
• Aguinaldo (Christmas bonus)
• Prima vacacional (Vacation Bonus)

Ready to pursue your potential? Apply now.

We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 7 July. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place from the week commencing 8 July.

If you are shortlisted and progressed through the stages, you can expect:

• In-person interview at our offices in Cambridge.

If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.