Application Support Specialist (Thursday-Monday Shift)

Qad; A distancia; MXN 911,000 - 1,276,000; Jornada completa

Descripción de la vacante

A forward-thinking technology company is seeking an experienced Application Support Specialist to join their Redzone team. The candidate should possess strong communication skills and a customer-centric approach. This remote position requires a minimum of 5 years in application support, ideally in a manufacturing environment. Responsibilities include troubleshooting technical issues, managing customer interactions, and collaborating with engineering teams. Ideal candidates will have a bachelor's degree and expertise in iOS and relevant tools.

Formación

• Minimum 5+ years experience in Application Support, Technical Support, and BI Support.
• Knowledge of manufacturing processes and quality control will be of advantage.
• Clear and concise communication for technical and non-technical audiences.

Responsabilidades

• Provide patience, empathy, and a customer-centric approach to handling support requests.
• Provide timely and accurate troubleshooting for both hardware and software issues.
• Interact with end-users via Google Meet, email, or chat to help resolve their technical issues.
• Manage and record all technical issues and resolutions using Intercom.
• Take ownership of customer issues reported and see problems through to resolution.
• Prioritize and manage many customers and issues at one time.
• Monitor health of customer environments and proactively tackle issues.

Conocimientos

iOS

Communication skills

Troubleshooting

Customer-centric approach

Educación

Bachelor's degree

Herramientas

ODBC connections

SQL Reporting Services

Cloud AWS

Kubernetes Containers

Intercom

GitHub

Slack

Google Meet

Descripción del empleo

Job Description We are seeking an Application Support Specialist to join our Redzone team.

Looking forA Technologist who loves a fast‑paced team environment, frequent customer communication, and solving customer problems.

A Professional who has previous experience working in automatization of factories, especially in Food and Beverage sector and Packaging sector with working knowledge of Sensors, Manufacturing Equipment, and PLCs.

This is a remote position but candidates must be located in Mexico City. The schedule includes weekends (Thursday to Monday shift) and working hours would be 7 am - 4 pm Central Mexico time.

Responsibilities

• Provide patience, empathy, and a customer‑centric approach to handling support requests.
• Provide timely and accurate troubleshooting for both hardware and software issues.
• Interact with end‑users via Google Meet, email, or chat to help resolve their technical issues.
• Manage and record all technical issues and resolutions using Intercom.
• Take ownership of customer issues reported and see problems through to resolution.
• Prioritize and manage many customers and issues at one time.
• Apply troubleshooting techniques before escalating issues.
• Monitor health of customer environments and proactively tackle issues.
• Analyze records and logs to spot underlying trends and potential issues.
• Work alongside Engineering team to learn and stay current on new technologies for the infrastructure.
• Celebrate team‑based goals for best‑in‑class SLA and CSAT metrics.

Qualifications

• Minimum Bachelor's degree required.
• Minimum 5+ years experience in Application Support, Technical Support, and BI Support.
• Expert user in iOS.
• Knowledge of manufacturing processes and quality control will be of advantage.
• Clear and concise communication for technical and non‑technical audiences.

Desired Skills

• Database Knowledge – ODBC connections, SQL Reporting Services.
• Cloud AWS – features, abilities, considerations.
• Kubernetes Containers.
• Intercom or similar Help Desk ticketing system.
• Software – GitHub, Slack, Google Meet, or similar communication tools.
• Controls.