Application Support Specialist (SaaS)

Siemens; Ciudad de México; Presencial; MXN 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Opportunities for growth

Fun company outings

Diverse and inclusive team

Descripción de la vacante

A global technology company is seeking a Support Engineer to be the primary contact for South American customers using the S3 Passenger platform. This role focuses on managing customer inquiries and incidents, requiring strong analytical skills and proficiency in English and Spanish. Ideal candidates will have at least two years of experience and a Bachelor's degree. Join a diverse team where you will contribute to resolving technical issues while working in a dynamic environment.

Formación

• At least two years of experience in a similar position.
• Experience troubleshooting in cloud and API-first environments.
• Ability to perform effectively under pressure.

Responsabilidades

• Act as the primary contact for customers using the S3 Passenger platform.
• Manage and resolve incidents and questions from various channels.
• Collaborate directly with development teams to find solutions.

Conocimientos

Customer service

Analytical skills

Multitasking

Proficiency in English

Proficiency in Spanish

Educación

Bachelor's degree

Herramientas

NewRelic

Postman

Slack

Jira

Confluence

Descripción del empleo

Are you ready to be the first point of contact for our valued South American customers, providing exceptional customer service and support for our industry-leading S3 Passenger platform? As a Support Engineer, you'll dive into a high-impact, high-urgency environment, resolving customer incidents and questions with your strong analytical skills and unwavering focus. If you thrive on multitasking and staying composed under pressure, this role is for you!

Key Responsibilities

• Act as the primary contact for South American customers using S3 Passenger, our SaaS platform for inventory management and reservations in the rail and bus intercity markets.
• Manage and resolve customer incidents and questions reported through various channels (Slack, JIRA, email) within agreed service level agreements.
• Proactively stay informed about S3 Passenger developments to provide the most accurate and up-to-date support.
• Utilize available tools and collaborate directly with development teams to find comprehensive solutions for customers.
• Gather necessary information for new development requirements and partner with Business Consultants to ensure development teams can create suitable solutions.
• According to experience, act as a Service Manager for one or more customers, becoming their operational spokesperson.
• Quickly and accurately address functional and technical issues, incidents, service requests, and customer inquiries.
• Share knowledge with fellow Business Application Specialists through documentation and meetings.
• Collaborate with internal stakeholders, including Business Consultants, Service Delivery Managers, and Account Leads, to ensure timely customer responses.
• Based on experience, facilitate customer transitions from project to run phase and train junior staff on customer support.

Required Qualifications

• Bachelor's degree.
• At least two years of experience in a similar position.
• Experience in the SaaS/Product space.
• Experience troubleshooting in cloud, microservice, multi-tier, and API-first environments.
• Proficiency with NewRelic (or similar), Postman (or similar), Slack, Jira, and Confluence.
• Excellent verbal and written communication skills in English and Spanish.
• Ability to enjoy and perform effectively under pressure.
• Strong analytical skills.
• Proactive, patient, and customer-oriented attitude.
• A strong sense of inquisitiveness and curiosity.

Preferred Qualifications

• Ability to perform basic environment changes (e.g., restarting an instance) is a plus.
• Experience with rail or bus operators.
• Familiarity with product configuration.
• Experience onboarding new customers or teams.

What We Offer

Join an enthusiastic, young, diverse, and agile group of approximately 250 colleagues from around the globe. At Sqills, we embrace a low sense of hierarchy, which comes with significant responsibility and opportunities for growth. You'll find an open yet challenging environment filled with ambitious young professionals from diverse backgrounds. We also enjoy inspiring and fun company outings with colleagues from Turkey, Spain, Canada, France, and the Netherlands!

Inclusion and Non-Discrimination Statement

At Siemens, we are committed to building a diverse and inclusive team. We celebrate individuality and believe that a variety of backgrounds, experiences, and perspectives makes us stronger. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment.