Technical Support Engineer I

This is a fully remote position, open to applicants in Mexico, +2 more countries.

📋 Description

• Investigate technical issues reported by clients, as well as those related to the platform and workflow.

• Acquire knowledge of AWS services and utilize AWS tools during troubleshooting and investigations.

• Leverage logs, monitoring tools, and system data to pinpoint potential causes of failures.

• Conduct API troubleshooting using tools like Postman.

• Validate JSON payloads and employ browser developer tools to examine client-side behavior.

• Execute basic SQL queries to confirm data accuracy and aid investigations.

• Reproduce issues and document findings prior to escalating to the Engineering team.

• Take ownership of assigned tickets from initial inquiry to resolution or appropriate escalation.

• Keep documentation updated regarding troubleshooting efforts, findings, obstacles, and next steps.

• Relay progress, obstacles, risks, and forthcoming actions to teammates and stakeholders.

• Assist with Jira triage and other operational responsibilities of the Platform Enablement Team.

• Adhere to escalation, handoff, and documentation protocols.

• Collaborate with Platform Enablement engineers on intricate issues.

• Prepare actionable escalations, providing Engineering with logs, reproduction steps, investigation results, and business context.

• Engage in troubleshooting sessions, stand-ups, and technical discussions.

• Contribute to the creation of internal documentation and troubleshooting guides.

• Utilize authorized AI tools for log analysis, technical research, documentation, and investigations.

⛳️ Requirements

• 1–2 years of relevant experience in technical support engineering, platform operations, software engineering, or a similar technical role.

• Foundational knowledge of software development and troubleshooting principles.

• Familiarity with APIs, JSON, HTTP requests, and browser developer tools.

• Basic understanding of SQL or database concepts.

• Proficient in analyzing technical information and articulating findings clearly.

• Strong problem-solving capabilities and eagerness to learn new systems.

• Ability to manage assigned tasks and fulfill commitments.

• Excellent written and verbal communication skills.

• Experience with observability or monitoring platforms such as Datadog or Observe is preferred.

• Familiarity with Postman, cURL, or similar API troubleshooting tools is preferred.

• Exposure to SQL and relational databases is preferred.

• Familiarity with a programming or scripting language is preferred.

• Experience with Jira, Confluence, or comparable tools is preferred.

• Knowledge of GenAI tools such as GitHub Copilot, Gemini, or Claude is preferred.

🏝️ Benefits

• Unlimited PTO

• Medical benefit contributions in accordance with local laws and the type of employment agreement.