Brokerage Applications Support Specialist | Hybrid in AIFA [CDMX]

GSB; Región Centro; Hybrid; MXN 660,000 - 791,000; Full time

Job summary

GSB, a leading growing company in Latin America, is seeking a Brokerage Applications Support Specialist to deliver remote, telephone, and scheduled onsite application support for mission-critical brokerage systems.

The role requires 1–3 years in help desk or application support, experience with ITSM and incident management, and the ability to work a hybrid schedule with weekly onsite attendance near Felipe Ángeles International Airport (AIFA). English communication at B1–B2 level is required.

Qualifications

• 1–3 years in Help Desk, Service Desk or Application Support.
• Experience providing remote and telephone-based support.
• Familiar with incident management and troubleshooting.
• Experience with ticketing/ITSM platforms preferred.
• Understanding of international trade or customs brokerage is a plus.

Responsibilities

• Deliver remote, telephone, and onsite application support.
• Troubleshoot incidents involving applications, system access, and connectivity.
• Register, manage, and follow up on incidents via ITSM platforms.
• Escalate complex issues to appropriate support groups.
• Identify recurring issues and maintain troubleshooting documentation and knowledge articles.
• Coordinate communication during critical incidents within the support window.

Skills

Help Desk Experience

Remote Support

English Communication

Analytical Thinking

Education

Bachelor’s degree or technical qualification in IT/CS/IS

Tools

ITSM platforms

Ticketing Systems

Remote Support Tools

Job description

A leading and growing company in Latin America is seeking:

Brokerage Applications Support Specialist

Key Responsibilities

• Deliver remote, telephone, and scheduled onsite application support.

• Troubleshoot incidents involving applications, system access, and connectivity.

• Register, manage, and follow up on incidents and service requests through approved ITSM platforms.

• Escalate complex technical or functional issues to appropriate support groups.

• Identify recurring issues and operational risks, and maintain troubleshooting documentation, logs, and knowledge articles.

• Collect, document, and organize evidence for technical investigations.

• Participate in application validation related to fixes, patches, upgrades, and approved changes.

• Coordinate communication during critical incidents within the established support window.

Required Experience

• 1–3 years of experience in Help Desk, Service Desk, Technical Support, or Application Support.

• Experience providing remote and telephone-based support.

• Familiarity with incident management and troubleshooting processes.

• Experience with ticketing or ITSM platforms preferred.

• Experience supporting business-critical applications desirable.

Technical Knowledge

• Customs entry processing applications, preferably Slamnet.

• Windows operating systems; Microsoft Office; remote support tools.

• Incident management and troubleshooting methodologies.

• Enterprise brokerage applications and supporting technologies.

• Basic understanding of application connectivity, system access, and infrastructure-related incidents.

Business Knowledge

• Basic understanding of international trade.

• Familiarity with customs brokerage, import/export processes, and customs entry processing workflows.

• Knowledge of logistics and supply chain operations preferred.

Position Requirements

• Bachelor’s degree or technical qualification in Information Technology, Computer Science, Information Systems, or a related field.

• English proficiency at B1–B2 level (CEFR), with conversational skills sufficient to communicate with international teams, participate in support calls, and coordinate incident resolution in English.

• Ability to work an assigned staggered schedule within the established support coverage window.

• Ability to attend the designated airport operations office onsite once per week.

• Advanced conversational English (will be assessed during the interview process).

• Work arrangement: Hybrid — mandatory onsite attendance once weekly.

• Location: City metropolitan area: Felipe Ángeles International Airport (AIFA)

• Salary: MXN $65,000 gross per month.

• Benefits: Excellent benefits package, including benefits above the statutory minimum.