MexicoOn-Duty Customer IT Support Specialist - Middle+
1 нед. назад
MexicoLATAMMiddle
incident managementtechnical supportcustomer service
Responsible for managing technical issues of company clients, resolving product-related problems, and coordinating incident response to ensure service stability.
Будет плюсом
- Experience in Public Cloud, Microservices, and monitoring systems.
- Support or another technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, Kafka (support or other technical experience with any of them).
- Experience working with ITSM systems and/ or with, Rootly, FireHydrant, or similar Incident Management Systems
- Experience building a monitoring function, including alert setup and dashboard creation
- Innovative Spirit: A commitment to creativity and groundbreaking solutions
- Honest Feedback: valuing open, transparent communication
- Supportive Team: a strong, collaborative community
- Celebrating Achievements: recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
- Flexible work from one of our offices or remote
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
Другое
- We are looking for a On-Duty Customer IT Support Specialist to join our Customer IT Support team.
- The Customer IT Support team is responsible for managing technical issues of the company’s clients, resolving issues related to the company’s products, and ensuring users have a clear understanding of how to use them.
- Coordinate our incident response from detection to resolution by operating quickly.
- Respond instantly and effectively to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
- Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution
- Monitor the health of critical company services and infrastructure
- Keep internal stakeholders updated on the incident status and resolution progress
- Organize post-incident recovery actions and customer communication
- Prepare post-incident reviews to identify root causes and improve future responses
- Must have 2+ years of experience in handling significant incidents in a 24/7 high-load environment.
- 3+ years in customer-facing roles in support, product, or service delivery.
- Ability to coordinate multiple teams simultaneously.
- Understanding of how large-scale IT systems work and interact.
- High sense of responsibility and strong self-organization skills
- Availability to work an 8-hour shift within the 08:00–20:00 window across LATAM time zones (UTC−6 to UTC−3) . The exact working hours may vary depending on business and team coverage needs.
- B1 or higher English level for effective communication with an international team
- Approximately 70% of the time , the standard 5/2 work schedule.
- For approximately 30% of the time , when another team member is on annual leave, the schedule changes to the following 4-day rotating shift pattern :
- Day 1 – Day shift from 08:00 to 20:00 Day 2 – Night shift from 20:00 to 08:00 Day 3 – Rest day (recovery after the night shift) Day 4 – Day off