Global App Support Engineer II — Incident & Reliability

Swiss Re - Schweizerische Rückversicherungs-Gesellschaft; Ciudad de México; Hybrid; MXN 420,000 - 600,000; Full time

Job summary

Swiss Re in Mexico City is seeking an Application Support Engineer to provide second-level user support with a North America focus, delivering incident and problem management, monitoring, and proactive restoration of services across a global environment.

You will collaborate with development teams, manage outage communications, onboard new applications, mentor teammates, and contribute to improving the user experience in a hybrid work setup.

Qualifications

• Fluency in English (spoken and written) required.
• Minimum 5 years of professional experience in an equivalent position.
• Hybrid work model with in-office presence required (at least 3 days per week).
• Knowledge of commercial insurance is advantageous.
• Strong customer service and stakeholder management skills.

Responsibilities

• Provide Incident Management to identify, analyze, and resolve incidents.
• Oversee Problem Management and coordinate with teams for permanent resolution.
• Interface with users and cross-functional teams via email, chat, and calls.
• Propose Application Improvement candidates to reduce tickets and improve UX.
• Monitor application health and coordinate with Major Incident Management and Development teams.
• Onboard new applications and document knowledge for day-to-day operations.

Skills

English fluency

Customer & interpersonal skills

Communication & presentation

Commercial insurance knowledge

Education

Bachelor's degree or equivalent

Job description

Swiss Re in Mexico City is seeking an Application Support Engineer to provide second-level user support with a North America focus, delivering incident and problem management, monitoring, and proactive restoration of services across a global environment.

You will collaborate with development teams, manage outage communications, onboard new applications, mentor teammates, and contribute to improving the user experience in a hybrid work setup.