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Ciudad de México, Ciudad de México, México
Onsite
High-Level Technical Escalation: Serve as the final point of contact for complex technical issues before they reach Engineering. Own the "unsolvable" problems and drive them to resolution.
Root Cause Analysis (RCA): Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects.
Engineering Liaison: Partner with Product and Engineering teams to advocate for bug fixes and product improvements based on data-driven trends.
Data Standards & Trend Analysis: Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.
Mentorship & Training: Lead the technical development of the L2 tier, creating documentation and training programs to increase team capacity and self-sufficiency.
Backlog Optimization: Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team.
Technical Troubleshooting: Expertise in log analysis, system diagnostics, and replicating complex environments.
Analytical Thinking: Ability to synthesize large amounts of data to identify patterns and systemic risks.
Communication: Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers.
Mentorship: Proven experience in coaching or training technical peers.
Tools & Environment: Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.
Experience: 3–6 years in a high-tier technical support or systems engineering role.
Preferred Qualifications
Experience working in a financial fintech or senior technical support environment.
Familiarity with Agile methodologies
Certification in ITIL or similar service management frameworks.