Platform Support Engineer

SoftwareONE; Ciudad de México; Híbrido; MXN 550,000 - 918,000; Jornada completa

Descripción de la vacante

A global AI-powered software provider is seeking a Platform Support Engineer in Mexico. You will manage technical issues, collaborate with engineering teams, and lead client interactions. The ideal candidate has strong experience in platform support for web-based applications and is an effective communicator. Join a culture of innovation with flexible working options and comprehensive benefits.

Servicios

Inclusive, innovation-driven team culture

Flexible working options

Generous time-off policies

Employee stock purchase plan

Formación

• Strong experience a plus for platform support, web applications, and SaaS.
• Familiarity with ticketing systems and workflows is essential.
• Curiosity and a mindset geared towards critical thinking are required.

Responsabilidades

• Manage, triage, and resolve complex technical issues.
• Collaborate with engineering for faster solutions.
• Lead stakeholder calls and own outcomes.
• Assist leadership with reporting and escalation management.
• Facilitate brainstorming sessions and summarize actions.
• Mentor less experienced team members.

Conocimientos

Platform support for web-based applications

Deep knowledge of APIs

Ticketing systems (e.g., ServiceNow)

ITIL/KCS frameworks

JIRA

Scripting languages (Python)

Creative problem analysis

Effective communication in English

Herramientas

Confluence

Descripción del empleo

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI‑powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world‑class learning and development programs. Whether you’re passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose‑driven culture where your ideas matter, your growth is supported, and your career can go global.

The role

Platform Support Engineer

Full‑time | Possible hiring locations: UK, Mexico or India | No sponsorship provided

• Are you ready to take ownership and solve complex technical challenges?
• Do you thrive in dynamic environments where collaboration and curiosity drive success?
• Are you passionate about mentoring others and delivering exceptional platform support?

Key Responsibilities

• Manage, triage, and resolve deep‑level technical issues.
• Collaborate with engineering to expedite solutions and review bugs/issues.
• Lead stakeholder and client calls, driving agendas and owning outcomes.
• Assist leadership with reporting and managing escalations.
• Facilitate brainstorming sessions and create actionable summaries.
• Mentor and support less experienced team members.

What’s in it for you?

• Inclusive, innovation‑driven global team culture
• Flexible working options: remote, hybrid, or office‑based
• Generous time‑off policies and learning opportunities
• Employee stock purchase plan
• …and much more! (comprehensive benefits tailored per region)

What we need to see from you

• Strong experience in platform support for web‑based applications and SaaS
• Deep knowledge of APIs, ticketing systems (e.g., ServiceNow), and workflows
• Familiarity with ITIL/KCS frameworks and ALM tools (e.g., JIRA, Confluence)
• Ability to analyze problems creatively and communicate effectively in English
• Exposure to ERP systems, Postman, scripting languages (Python), and network/console logs
• A curious mindset with critical thinking and continuous learning

We welcome applicants from diverse backgrounds and encourage you to apply even if you don’t meet every requirement. We value potential and a willingness to learn!

Ready to make an impact?

Apply now and join a team where your expertise drives real client success and your development is our priority! Any questions? Reply to your application confirmation email – our Talent Acquisition team is happy to help.