Technical Support Analyst
Mexico CityFull-TimeMid-levelSupport / Customer Success
Key responsibilities
- Respond to the customer's experience team's technical questions, diagnosing and providing technical guidance on how to use a product or service effectively and efficiently.
- Serve as the final point of contact for complex technical issues before they reach Engineering, by owning the "unsolvable" problems and drive them to resolution.
- Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects.
- Partner with Product and Engineering teams to advocate for bug fixes and product improvements based on data-driven trends.
- Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.
- Lead the technical development of the secund leveltier, creating documentation and training programs to increase team capacity and self-sufficiency.
- Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team.
Qualifications
- Bachelor's in Computer Science or related field.
- 1-2 years of experience in a high-tier technical support or systems engineering role, in a financial fintech or senior technical support environment.
- Expertise in log analysis, system diagnostics, and replicating complex environments.
- Ability to synthesize large amounts of data to identify patterns and systemic risks.
- Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers.
- Proven experience in coaching or training technical peers.
- Familiarity with Agile methodologies
- Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.Certification in ITIL or similar service management frameworks is a plus.
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- $2,000 MXN monthly grocery coupons
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Catered lunches
