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Technical Support Analyst (Weekend Coverage)

2 hours, 45 minutes ago
Mexico
Contract
Junior
Technical Support Engineer
Customer and Technical Support
AWS Databricks JavaScript JIRA Snowflake
Apply Now
Enroute

Enroute

Enroute provides comprehensive IT services including QA & Testing, Software Development, 3D Printing, Data Management, and more, delivering tailored solutions for partners.

Internet Software & Services
51-250
Founded 2005
View All Jobs 9

Description

  • Monitor internal communication channels and systems to identify anomalies, incidents, or irregular behavior.
  • Triage incidents and determine whether issues are related to bugs, configuration, or expected behavior.
  • Create, update, and track tickets in JIRA with complete and accurate documentation.
  • Escalate issues to the engineering team promptly and in accordance with established protocols.
  • Provide clear, consistent status updates and next steps to clients.
  • Document incidents, actions taken, and follow-up items thoroughly.
  • Collaborate with cross-functional teams to maintain visibility and continuity during incidents.
  • Support basic troubleshooting and data validation when needed.

Requirements

  • 1–3+ years of experience in technical support, incident management, or similar roles.
  • Basic JavaScript knowledge.
  • Strong analytical skills and ability to assess and categorize issues effectively.
  • Experience with ticketing systems such as JIRA.
  • Excellent written communication skills with client-facing experience.
  • Attention to detail and a strong sense of ownership.
  • English proficiency at B2–C1 level is required.
  • Availability for a 3-month contract with possible extension.
  • Weekend coverage only, including Saturday–Sunday from 10:00 PM to 05:00 AM and Sunday from 05:00 AM to 12:00 PM Central Time.
  • Nice to have experience with Adtech, AWS, Databricks, or Snowflake.

Benefits

  • Monetary compensation.
  • Year-end bonus.
  • IMSS, AFORE, and INFONAVIT.
  • Major medical expenses insurance, minor medical expenses insurance, life insurance, and funeral expenses insurance.
  • Preferential rates for car insurance and TDU Membership.
  • Holidays, vacations, Life Happens days, bereavement days, and civil marriage days.
  • Maternity and paternity leave.
  • English and Spanish classes, certifications, and Performance Management Framework.
  • TALISIS agreement discounts at ADVENIO, Harmon Hall, U-ERRE, and UNID.
  • Taquitos Rewards, Amazon birthday gift card, work-from-home bonus, laptop policy, and equal employment commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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