Senior Support Specialist
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Job Description
Technical Support Specialist resolving customer technical tickets for major clients in Mexico. Focused on maintaining service quality and high customer satisfaction in a remote role.
Responsibilities:
- Ticket Management & Incident Resolution: Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs
- Autonomously prioritize the work queue based on impact, urgency, and technical judgment
- Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation
- Document each case clearly: diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence)
- Concurrently manage multiple tickets at different resolution stages without loss of quality
- Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type
- Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level
- Decide when to escalate a case
- Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead
- Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates
- Handle client communication in high-tension situations with professionalism, empathy, and a solution-oriented mindset
- Meet SLA commitments even under high-load scenarios, proactively communicating any deviations
- Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage
- Actively contribute to the internal knowledge base (Confluence)
- Participate in process review sessions and propose improvements to support workflows and tooling
- Share best practices and raise the technical bar of the team
Requirements:
- 3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3)
- Proven track record in high-volume ticket environments (minimum 1,000 cases/year)
- University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience)
- Proficiency with ticketing tools: Zendesk, Jira Service Management, or similar
- Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (Datadog)
- Familiarity with relational databases (basic SQL for diagnostic queries)
- Experience with SaaS platforms and enterprise software architectures
- Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable)
Benefits:
- Onboarding on internal platforms
- Monitoring tools
- Incident management processes
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