Mid IM Triage Engineer

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

📋 Description

• Manage the complete lifecycle of tickets.

• Ensure that each ticket contains all necessary information.

• Prioritize incidents effectively.

• Direct issues to the appropriate teams.

• Monitor the progress of tickets.

• Utilize metrics such as MTTR and Time to Acknowledge to identify improvement opportunities.

• Collaborate with engineers, development teams, feature engineers, D&Rs, system engineers, and other stakeholders.

• Maintain a collaborative environment focused on problem-solving.

• Facilitate communication across different technical areas.

• Continuously evaluate workflows.

• Identify opportunities to optimize incident resolution.

• Detect bottlenecks in ticket management times.

• Propose improvements in processes.

• Support initiatives aimed at optimizing MTTR.

• Conduct ticket audits.

• Perform cancellation audits.

• Review changes in priority.

• Identify trends across different programs.

• Prepare reports on identified trends.

⛳️ Requirements

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

• Over two years of experience analyzing logs.

• More than two years of experience in root cause analysis.

• More than two years of experience using defect tracking systems, such as JIRA, Bugzilla, or Rally.

• Experience applying Agile methodologies and best practices.

• Experience in program management.

• Experience in feature engineering.

• Experience in systems engineering.

• Ability to apply processes and metrics related to incident resolution, including MTTR and Time to Acknowledge.

• Experience with infotainment systems.

• Knowledge of CAN Bus technology and its tools.

• Advanced English (Essential).

• Desirable: Knowledge of version, change, and configuration management.

• Desirable: Solid understanding of object-oriented design and programming.

• Desirable: Experience with frameworks, tools, and services for automated testing.

• Desirable: Experience working with physical devices during testing.

• Desirable: Ability to clearly explain technical problems and their solutions.

• Desirable: Programming or scripting skills, especially in Python.

• Desirable: Knowledge of machine learning.

• Desirable: Task automation experience.

• Desirable: Data analysis skills.

• Desirable: Development of internal tools.

• Analytical thinking and attention to detail.

• Ability to solve problems in a structured manner.

• Clear and effective communication with multidisciplinary teams.

• Proactivity, autonomy, and a focus on continuous growth.

• Efficient time and priority management skills.

🏝️ Benefits

• Base salary.

• Major Medical Expenses Insurance (includes dental and vision plan).

• 15 days of Christmas bonus.

• 25% vacation premium.

• 12 vacation days (starting from the first year).

• Biweekly grocery vouchers.