Support Engineer – Veterinary HealthTech

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

📋 Description

• Implement technical onboarding processes, which encompass environment setup, configuration, integration establishment, and data imports.

• Oversee customer decommissioning tasks, including data exports, environment dismantling, access revocation, and closure documentation.

• Conduct structured data migrations, ensuring validation, transformation, and quality assurance checks are performed.

• Participate in occasional live customer calls to resolve data validation inquiries.

• Take ownership of, triage, prioritize, and resolve technical tickets escalated by the Customer Experience team.

• Address issues related to environment configuration, integration troubleshooting, bulk data updates, and platform-level problems.

• Collaborate with Customer Success Managers and Implementation Managers.

• Establish resolution timelines and convey technical outcomes in clear, understandable language.

• Maintain documentation, runbooks, and configurations specific to customers.

• Analyze recurring ticket trends and create tools, automation solutions, or documentation enhancements.

• Adapt to new responsibilities, priorities, and projects.

⛳️ Requirements

• Practical experience in verifying AWS environment modifications and executing smoke tests.

• Familiarity with AWS services such as RDS, S3, EC2, and ECS.

• Skilled in creating, reviewing, merging, and validating GitHub pull requests.

• Outstanding written and verbal communication skills in English.

• Capability to lead customer calls and articulate technical concepts in straightforward language.

• Proficiency in drafting high-quality documentation.

• Knowledge of data privacy best practices.

• Understanding of least-privilege access principles.

• Awareness of secure data handling protocols.

• Practical experience with ticketing/helpdesk platforms such as Jira, Intercom, Front, or similar tools.

• Familiarity with Terraform is advantageous.

• Basic understanding of Kubernetes is a plus.

• Experience with Helm is a plus.

• A background check is required as a condition of engagement.

• Must reside in Latin America.

🏝️ Benefits

• 100% Remote Work

• Highly Competitive USD Pay

• Paid Time Off

• Work with Autonomy

• Collaborate with Top American Companies

• Participate in engagement activities

• Support for work-life balance

• Collaborate with a diverse, global network

• Work alongside experienced senior talent