Senior Support Specialist

Engageware

Technical Support Specialist resolving customer technical tickets for major clients in Mexico. Focused on maintaining service quality and high customer satisfaction in a remote role.

Posted 5/2/2026contractRemote • 🇲🇽 MexicoSeniorWebsite

Tech Stack

Tools & technologies

SOAPSQL

About the role

Key responsibilities & impact

Ticket Management & Incident Resolution: Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs
Autonomously prioritize the work queue based on impact, urgency, and technical judgment
Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation
Document each case clearly: diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence)
Concurrently manage multiple tickets at different resolution stages without loss of quality
Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type
Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level
Decide when to escalate a case
Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead
Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates
Handle client communication in high-tension situations with professionalism, empathy, and a solution-oriented mindset
Meet SLA commitments even under high-load scenarios, proactively communicating any deviations
Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage
Actively contribute to the internal knowledge base (Confluence)
Participate in process review sessions and propose improvements to support workflows and tooling
Share best practices and raise the technical bar of the team

Requirements

What you’ll need

3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3)
Proven track record in high-volume ticket environments (minimum 1,000 cases/year)
University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience)
Proficiency with ticketing tools: Zendesk, Jira Service Management, or similar
Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (Datadog)
Familiarity with relational databases (basic SQL for diagnostic queries)
Experience with SaaS platforms and enterprise software architectures
Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable)

Benefits

Comp & perks

Onboarding on internal platforms
Monitoring tools
Incident management processes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ticket managementincident resolutionlog analysisconfiguration reviewenvironment validationAPI diagnosisbasic SQLSaaS platformsenterprise software architecturehigh-volume ticket management

Soft Skills

prioritizationproblem-solvingcommunicationempathysolution-oriented mindsetworkload managementcollaborationproactive managementprofessionalismprocess improvement