Application Support Analyst I — Enterprise Apps Champion

Confie; Tijuana; On-site; MXN 167,000 - 246,000; Full time

Benefits offered by this job

Christmas bonus

Savings fund

Profit sharing (PTU)

Extra paid days off

Private medical insurance and preven­t

Job summary

Confie is seeking an Application Support Specialist I to join our Baja California operations in Tijuana. You will provide front-line support for enterprise applications (Atlas, AgencyTrak, EasyInk) and related systems, focusing on incident handling, user assistance, and knowledge base updates.

You will work with ITIL-aligned processes, log and escalate tickets, and collaborate with Dispatch, QA, and Development teams to resolve issues and improve workflows.

Qualifications

• Basic understanding of incident management and ITIL principles.
• Experience with multi-system business environments is a plus.
• Ability to interpret issues within business processes and document actions.

Responsibilities

• Serve as first contact for application-related incidents and requests.
• Log, classify, and prioritize tickets per SOPs and SLAs.
• Troubleshoot issues across Atlas, AgencyTrak, and EasyInk and related tools.
• Escalate unresolved items to Level II and communicate updates clearly.
• Collaborate with Dispatch, QA, and Development teams.

Skills

Incident management

Customer support

ITIL concepts

Multisystem troubleshooting

Communication

Education

High School

Tools

Jira Service Management

ServiceNow

Zendesk

Microsoft 365

Active Directory

Job description

Confie is seeking an Application Support Specialist I to join our Baja California operations in Tijuana. You will provide front-line support for enterprise applications (Atlas, AgencyTrak, EasyInk) and related systems, focusing on incident handling, user assistance, and knowledge base updates.

You will work with ITIL-aligned processes, log and escalate tickets, and collaborate with Dispatch, QA, and Development teams to resolve issues and improve workflows.