System Engineer

hace 2 semanas

Ciudad de México, Ciudad de México Backbase A tiempo completo

Support Engineer (Application Support)

Join the banking revolution As the global leader in Engagement Banking, Backbase is at the forefront of revolutionizing banking services through technology and AI. In this role you will support our customers in how to configure and maintain our enterprise banking products built with cloud-native technologies, supported by your team and a dedicated Incident Manager.

This role is especially relevant for candidates who are  looking to launch or grow your career in the fast-paced world of B2B SaaS and enterprise technology. As a Support Engineer (L1/L2), you'll be at the forefront of delivering real-time support for a mission-critical product used by enterprise customers around the globe.

This role is more than just answering tickets — it's a training ground for a career in technical operations and cloud engineering. You'll gain hands-on experience with incident response, system monitoring, customer communication, and cross-team collaboration, all in a high-availability, real-world environment.

This role follows a hybrid work model. Therefore, all candidates must be based in Mexico City or in Guadalajara - no full remote option is available.

What You'll Do

As a Support Engineer on our L1/L2 team, you will:

  • Acknowledge and triage critical incidents (P1–P3) and escalate as needed;
  • Handle support requests from enterprise clients, providing timely and professional responses;
  • Actively monitor system alerts, routing them to the appropriate team for investigation;
  • Send updates about third-party vendor changes or outages, ensuring internal and external alignment;
  • Learn to work with tools like Zendesk, Jira, and modern observability platforms;
  • Execute configuration changes based on specific customer requests;
  • Document issues contribute to an internal knowledge base;
  • Work within a globally distributed team operating in a follow-the-sun support model, providing service to enterprise customers worldwide.

Who You Are

  • 1–2 years of work experience in the field of IT;
  • Bachelor's degree in Information Technology, Computer Science, or a related technical field (or equivalent practical experience);
  • Familiarity with cloud computing, Kubernetes and the software development process (SDLC);
  • Be proactive, self-driven, and customer-focused;
  • Understanding of CI/CD, Agile methodologies, and incident management processes;
  • Some relevant experience of working as a devops- or software engineer in a software development company;
  • Excellent English communication skills — both written and spoken.

Opportunities

At Backbase, we offer:

  • Opportunities for internal growth within a wide-ranging support organization;
  • Rapid technical growth through mentorship from L2/L3 engineers;
  • Exposure to cutting-edge technologies;
  • A comprehensive benefits package;
  • Continuous training opportunities;
  • A lot of challenges every day.

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