Technical Support Engineer

Position: Technical Support Engineer
Location: Mexico (Remote)
Employment Arrangement: This role will be employed via an Employer of Record (EOR) in Mexico, in accordance with local employment laws.

Move Security Forward with Acre
Are you passionate about transforming the future of security? Do you thrive in a collaborative, innovative environment where your contributions drive real impact? If so, Acre Security is the place for you. Join us in making the world a safer place — one innovation at a time.

About Acre
At Acre, we're not just building security solutions — we’re empowering security professionals to adapt and thrive in a rapidly changing world. Since our inception in 2012, Acre has been at the forefront of innovation in access control, visitor management, and intrusion software. Our solutions are trusted by organizations in over 25 countries, delivering smarter, more adaptable, and easier-to-use security technologies that protect what matters most.

Your Impact
We’re looking for a Technical Support Engineer to join our global Support team. This role is critical to supporting our Spanish-speaking customers and enabling Acre’s continued growth across LATAM. You’ll develop deep technical knowledge of our products and integrations while delivering high-quality, customer-focused support in both Spanish and English.

What You’ll Do
In addition to the above, your key responsibilities will include:

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via calls, tickets, and other channels in Spanish and English
• Troubleshoot software, networking, and system-level issues with a strong focus on customer experience
• Participate in continuous testing of software and integrations to support quality assurance efforts
• Support customers as part of an after-hours on-call rotation, contributing to 24/7/365 support coverage
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build technical and product expertise to improve issue resolution and customer outcomes

What You’ll Bring
To succeed in this role, you'll need:

• Strong customer service and communication skills
• Excellent analytical and troubleshooting abilities
• Fluency in Spanish and proficiency in English (written and verbal)
• Strong organizational skills and high attention to detail
• Ability to learn quickly and perform effectively in a fast-paced environment
• Strong time management skills with the ability to multitask
• Familiarity with Microsoft operating systems and networking fundamentals

Preferred:

• Experience in a technical support or customer service role, ideally in a call-center or SaaS environment
• Exposure to software testing, system integrations, or quality assurance activities
• A degree in Information Technology, Systems, Engineering, or equivalent practical experience
• CompTIA certifications (A+, Network+, Security+)

What’s in It for You
We strive to do more than just match your ambitions — when you join Acre, you’ll have access to a range of exciting opportunities:

• Be part of a disruptor – Help move security forward with a company that challenges the status quo
• Learn from industry leaders – Work alongside experts and innovators in security technology
• Drive meaningful impact – Your work will directly support customers and protect critical infrastructure
• Advance your career – Access professional development, training, and growth opportunities
• Enjoy competitive rewards – We offer a competitive compensation package and locally compliant benefits

Join the Future of Security
At Acre, we’re moving security forward. If you're ready to make an impact in a fast-moving, innovative industry, we’d love to hear from you.

Acre is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.