Technical Support Engineer
hace 1 semana
**Job Title: Technical Support- Tier 1+2 (B2B focussed)****Experience**:2+ Years **Location**:Mexico/LATAM**Engagement Type**: Full-Time/contractual, Fully RemoteThe role offered via TFT is for a client who’s a global leader in the online comparison market. The goal is to simplify decision-making and connect customers with valuable brands. Their cutting-edge technology stack includes AWS, Docker, Kubernetes, and BigData, with tools like Snowflake, Athena, and Aurora DB services, alongside TypeScript and MongoDB.We are seeking a highly motivated Technical Support to join this expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with the B2B customers. Your expertise will be instrumental in maintaining the Service Level Agreements (SLAs) and ensuring robust customer satisfaction.**Responsibilities**:- End-to-End Ownership: Efficiently manage and resolve Technical Support tickets by investigating and identifying root causes. Then, escalate to the appropriate team- Incident Management: Handle production incidents, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates and maintain ownership until resolution and communicate progress to relevant stakeholders- Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders- On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations**Requirements**:- A minimum of 2 years of experience in Tier 1-2 technical support roles, with a strong focus on B2B and SaaS (Software as a Service) support- Must- Experience with ETL and BI tools such as Tableau. Must- Knowledge of SQL scripting (Snowflake, MySQL, Athena)- one of the Must-know well- Knowledge of MongoDB- Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs- Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc. Advantage.- Basic knowledge of troubleshooting performance issues in a distributed microservices environment- Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch - Advantage- Familiarity with tools like Google AdWords/Analytics is advantageous- Advantage**Soft Skills**- Excellent verbal and written communication skills in English - Must- Strong problem-solving ability with a customer-first mindset- Ability to manage multiple priorities in a fast-paced environment- Patience and empathy when dealing with complex customer issues- Demonstrated ability to operate in high-pressure, multitasking environments independently- Passion for supporting and helping othersPay: $22,000.00 - $40,000.00 per monthApplication Question(s):- How many years of experience do you have as a Tier 1-2 Technical Support (B2B/SaaS)?- Are you familiar with ETL or BI tools such as Tableau?- Do you have experience with SQL scripting (Snowflake, MySQL, Athena)?- Have you worked with monitoring tools (e.g., Datadog, Grafana, Kibana, CloudWatch)?- What is your current monthly gross salary (in MXN)?- What is your expected monthly gross salary (in MXN)?- What is your location?**Language**:- English (required)Application Deadline: 17/04/2025
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