Application Support Specialist

RELEX Solutions; Santiago de Querétaro; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

RELEX Solutions is seeking Application Support Specialists for a new Technical Support site in Mexico. This role involves providing software support and managing complex requests for global customers while mentoring 1st-tier support agents. We value communication skills, technical knowledge, and problem-solving abilities.

Formación

• Excellent communication skills in English, both verbal and written.
• Basics skills of Linux/Unix.
• Knowledge of databases and version control systems.

Responsabilidades

• Providing software support for global customers facing issues.
• Handling complex Support requests like data reporting and error verification.
• Maintaining SaaS service including setting up RELEX software environments.

Conocimientos

Communication

Troubleshooting

Diagnostics

Educación

Bachelor's degree in Information Systems Technology, Computer Science, or similar

1-2 years of experience in a related field

Herramientas

Jira

ServiceNow

Descripción del empleo

We’re RELEX Solutions, a fast-growing and market-leading company helping retailers and consumer brands optimize their planning and operations through smart, data-driven technology. Founded in Europe, we’ve expanded globally with offices across Europe, the Americas, and Asia-Pacific - and now, we’re excited to grow our presence in Mexico. With our advanced forecasting and optimization tools, we help the world’s leading businesses work more efficiently, waste less, and stay ahead in a rapidly changing world.

As part of our continued growth in the Americas, we’re opening a new Technical Support site in Mexico - and we’re looking for Application Support Specialists. We’re starting the search for our first hires now, with the goal of having team members start in July or August. This role offers a unique opportunity to be part of a new team and contribute to delivering exceptional support for customers across North, Central, and South America. You’ll work alongside a global Technical Support team of highly skilled professionals who solve complex issues in the 2nd tier of support for RELEX customers. You will help the team achieve this goal by satisfying our customers' needs and ensuring we honor our SLAs (Service Level Agreements).

What you’ll be doing:

• Providing software support for global customers facing issues in their production environments
• Handling complex Support requests such as missing data (data reporting and error verification), problems with scheduled runs (maintaining customer’s platforms), integration troubleshooting, and application performance issues
• Maintaining SaaS service including setting up, refreshing, and upgrading RELEX software environments
• Assisting with the writing and maintenance of a knowledge base of technical information, troubleshooting processes, and other best practices
• Mentoring and educating agents providing the 1st tier of support

What we're looking for:

• Excellent communication skills in English, both verbal and written
• Bachelor's degree or 1-2 years of experience in Information Systems Technology, Computer Science, or a similar field
• Basics skills of Linux/Unix
• Knowledge of databases and version control systems
• Effective troubleshooting and diagnostics skills
• Experience with using ticketing systems (Jira, ServiceNow, etc.)

What we consider an advantage:

• Scripting skills in any modern scripting language (Shell, Python, Ruby, etc.)
• Work experience in IT support or customer service
• Networking knowledge
• Cloud/Hosted environment experience preferred
• Additional language skills, especially Spanish or Portuguese

Life at RELEX is defined by collaboration, respect, and flexibility. We believe in fostering a work environment where innovation thrives and everyone feels valued. As we build our new Tech Hub in Mexico, you’ll help lay the foundation for our Technical support capabilities and be part of shaping how we work from the very beginning. Our teams work together to solve meaningful challenges, creating an inclusive culture that supports professional and personal growth. Whether you’re engaging with colleagues across the globe or finding your own work-life balance, life at RELEX is about making a difference while enjoying the journey. What difference will you make?