Senior Support Specialist

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

📋 Description

• Management of Tickets & Resolution of Incidents: Receive, categorize, and address customer technical tickets (Jira) in accordance with set SLAs.

• Independently prioritize the workload based on impact, urgency, and technical assessment.

• Perform thorough incident diagnostics: reproduce problems, analyze logs, review configurations, and validate environments.

• Clearly document each case: include diagnostic steps, root cause, solution implemented, and suggested preventive measures (Confluence).

• Simultaneously handle multiple tickets at various resolution stages without compromising quality.

• Evaluate the functional and business impact of each case to assign the appropriate priority level (P1/P2/P3/P4) and ticket category.

• Identify recurring trends in ticket volume and recommend corrective or preventive measures at the product or process level.

• Determine when to escalate a case.

• Proactively manage workload: allocate efforts, foresee bottlenecks, and communicate potential risks to the Team Lead.

• Maintain performance and service quality during peak demands, product launches, mass incidents, or critical timelines.

• Manage client communications in high-pressure situations with professionalism, empathy, and a focus on solutions.

• Fulfill SLA commitments even during high-load scenarios, proactively informing of any discrepancies.

• Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and engage in incident triage.

• Actively enhance the internal knowledge base (Confluence).

• Take part in process review sessions and suggest enhancements to improve workflows and tools.

• Share best practices and elevate the technical standards of the team.

⛳️ Requirements

• 3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3).

• Demonstrated success 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 systems: Zendesk, Jira Service Management, or similar.

• Ability to analyze logs, diagnose APIs (REST/SOAP), and utilize monitoring tools (Datadog).

• Familiarity with relational databases (basic SQL for diagnostic queries).

• Experience with SaaS platforms and enterprise software architectures.

• Excellent written and verbal communication skills in Spanish; intermediate English (technical reading and communication with international clients is desirable).

🏝️ Benefits

• Onboarding on internal platforms.

• Monitoring tools.

• Incident management processes.