Customer Support Engineer I – Dedicated Weekend Shift

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver product and customer support to global clients across various platforms and services.

• Oversee customer incidents through calls and case management systems, ensuring complete communication in accordance with established SLAs.

• Assess and escalate incidents promptly by following standard operating procedures.

• Assist in resolving product-related issues by collaborating with product, engineering, and infrastructure teams.

• Conduct batch monitoring and ensure prompt identification and resolution of job failures or delays.

• Manage and distribute change communications and outage notifications to clients, providing timely and clear updates.

• Serve as a bridge between engineering, product development, and customer success teams to facilitate effective incident resolution.

• Consistently identify opportunities to enhance customer experience with a strong focus on client satisfaction and professional communication.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Excellent customer-facing skills with the capacity to manage client interactions via phone and email in a professional manner.

• At least 3+ years of experience in supporting enterprise-level applications and infrastructure.

• In-depth understanding of managing, supporting, and troubleshooting multi-tier cloud applications, products, and platforms.

• Solid knowledge of cloud platforms, preferably with a focus on AWS concepts and certifications.

• Proficient in troubleshooting issues, system disturbances, and failures, collaborating with internal and external stakeholders to restore services.

• Skilled in prioritizing and managing multiple incidents effectively in a fast-paced environment.

• Familiarity with incident, problem, and change management processes.

• Understanding of the ITIL framework and best practices.

• Proven ability to work with a diverse global customer base.

• Willingness to work fixed weekend shifts.

• Exceptional written and verbal communication skills.

🏝️ Benefits

• A diverse culture that strongly mirrors our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.

• The chance to make a significant impact and grow professionally by utilizing your unique strengths and engaging in valuable learning opportunities.

• Highly competitive compensation, benefits, and rewards programs that motivate you to perform at your best each day and receive recognition for it.

• An engaging, people-first work environment that promotes work/life balance, employee resource groups, and social events to encourage interaction and camaraderie.