Technical Support Engineer, Manufacturing Information Systems

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

📋 Description

• Deliver Level 2 technical assistance by addressing escalated issues from customers and Tier 1 Support.

• Diagnose application, configuration, API, and data-related challenges.

• Examine application logs, stack traces, monitoring notifications, and system metrics.

• Forward software defects to Engineering with comprehensive technical analysis.

• Assist with customer configuration requests and application functionality.

• Oversee production environments and react to alerts.

• Engage in incident response and recovery efforts.

• Provide support for on-call production activities.

• Collaborate closely with Engineering, Product, DevOps, and Operations teams.

• Contribute to troubleshooting documentation, runbooks, and knowledge base articles.

• Share technical expertise with Tier 1 Support.

• Recognize recurring issues and propose process enhancements.

• Take part in automation projects.

• Participate in post-incident evaluations.

⛳️ Requirements

• Strong grasp of application support practices and incident management.

• Experience in troubleshooting production applications and distributed systems.

• Capability to analyze application logs, error messages, and stack traces to determine root causes.

• Knowledge of REST APIs, including querying, testing, and diagnosing API endpoints.

• Understanding of JSON request and response formats.

• Familiarity with SQL for database querying and resolving data-related issues.

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field (preferred).

• 2–5 years of experience in Application Support or Technical Support (preferred).

• Practical knowledge of AWS cloud services and cloud-native applications (preferred).

• Experience in supporting RESTful JSON-based web services (preferred).

• Familiarity with Zendesk for ticket management (preferred).

• Experience utilizing Confluence for technical documentation (preferred).

• Proficiency with Slack or similar collaboration tools (preferred).

• Experience with Confluence, New Relic, and Postman tools (preferred).

🏝️ Benefits

• Remote-First operating model and culture.

• Flexibility to work from home.

• Collaboration spaces for team members to work together in person.

• Autonomy in defining team roadmaps and selecting programming languages and technologies.

• Diverse, inclusive, and collaborative workplace culture.