Support Engineer – AI-Driven

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

📋 Description

• Respond to client emails in a clear and professional manner using English (AI-assisted but reviewed by humans).

• Utilize Jira Service Management and Jira Software to document bugs, change requests, and technical clarifications.

• Cultivate a strong understanding of platform workflows, data flows, and business logic.

• Determine whether an issue stems from user error, configuration problems, data issues, or system defects.

• Perform basic corrective actions when feasible, including data validation, configuration checks, and providing structured guidance.

• Escalate well-documented tickets to the development team as necessary.

• Initiate change requests based on recurring feedback from clients.

• Identify potential bugs, inconsistencies, or edge cases from client reports.

• Responsibly leverage AI tools to improve communication clarity, documentation quality, and issue analysis.

⛳️ Requirements

• Exceptional written English skills (must be adept at managing professional client interactions).

• Comfortable working within the US timezone.

• Strong logical reasoning abilities and a knack for understanding complex workflows.

• Experience with Jira Service Management and Jira Software.

• Capable of distinguishing between bugs, feature gaps, and configuration errors.

• Familiarity with SaaS platforms and structured support processes.

• Proficient in using AI tools to enhance productivity and clarity.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work opportunities.

• Support for professional development and training.

• Access to wellness programs and activities.