Support Analyst

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

📋 Description

• Conduct Level 1 analysis

• Allocate issues, investigate root causes, and provide detailed bug reports to the development team

• Adhere to SLAs while triaging incidents from the service desk

• Develop and update knowledge base documentation, including how-to articles, troubleshooting guides, and user manuals

• Engage in daily communication with Development, IT Support, Product, and QA teams

• Diagnose issues, determine root causes, and execute solutions for customer concerns

• Manage multiple tasks with shifting priorities

• Act as a liaison for clients, product management, and other internal stakeholders

⛳️ Requirements

• At least 5 years of relevant experience as a support analyst or engineer

• Proficiency in Excel

• Excellent written and verbal communication skills

• Understanding of finance concepts and financial models

• Ability to work independently and demonstrate self-sufficiency

• Experience utilizing AI tools or agents

• Resilience, emotional intelligence, and a focus on agile delivery

• Comprehensive understanding of the distinction between coding and engineering

• Familiarity with cloud-native foundations or AI coding assistants is preferred

• Advanced proficiency in oral English

• Advanced proficiency in Spanish

🏝️ Benefits

• Flexible work arrangement with the option for remote work

• Opportunities for continuous learning and professional growth

• Involvement in high-impact projects and complex engineering challenges

• Collaboration with global teams across 39 delivery centers around the world