About the Role
The role involves providing hands-on technical support to customers, diagnosing system issues, and guiding users through resolution steps while maintaining clear communication and documentation.
Responsibilities
- Respond promptly to customer inquiries regarding technical difficulties
- Diagnose and troubleshoot software and system errors
- Guide users through step-by-step solutions via email or chat
- Escalate complex technical problems to engineering teams
- Maintain accurate records of support cases and resolutions
- Collaborate with product teams to report recurring issues
- Provide feedback to improve product usability
- Assist in writing and updating technical documentation
- Monitor support tickets and ensure timely follow-ups
- Identify patterns in customer issues to suggest improvements
- Support customers during product onboarding and configuration
- Verify system compatibility for customer environments
- Reproduce reported bugs in test environments
- Communicate technical details in clear, non-technical language
- Ensure customer satisfaction through effective problem resolution
- Follow defined support workflows and escalation paths
- Participate in team meetings and knowledge sharing sessions
- Stay updated on product changes and new features
- Assist in validating bug fixes before customer release
- Work across time zones as needed for coverage
Nice to Have
- Experience supporting enterprise-level customers
- Knowledge of containerization technologies like Docker
- Exposure to Kubernetes or orchestration platforms
- Experience with monitoring and logging tools
- Certifications in IT support or networking
- Background in cybersecurity practices
- Prior work in a startup or fast-paced environment
- Experience with CI/CD pipelines
- Familiarity with infrastructure as code concepts
- Knowledge of scripting languages such as Python or Bash
Compensation
Competitive salary and benefits package
Work Arrangement
Remote within Mexico
Team
Collaborative engineering and customer support team focused on delivering reliable technical solutions
What We Value
- Ownership of customer issues from start to resolution
- Clear, empathetic communication under pressure
- Curiosity and a drive to understand root causes
- Team collaboration and knowledge sharing
- Commitment to continuous learning and improvement
Technology Stack
- Primary support tools include Jira and Confluence
- Backend systems run on Linux servers
- Applications built using microservices architecture
- Monitoring via Prometheus and Grafana
- Communication platforms include Slack and Zoom
Not applicable
