Remote Cloud Support Engineer – AI-Driven Incident Ownership

Jobgether SRL; México; Remote; MXN 420,000 - 660,000; Full time

Benefits offered by this job

Remote-first work environment

Competitive compensation benchmarked

Flexible core hours

Professional development

Access to AI tools

Inclusive, collaborative culture

Job summary

Jobgether SRL in Mexico is seeking a Technical Support Engineer for a partner company, focusing on reliability and usability of a cloud-commerce platform serving major service providers. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a remote-first setup.

You will own customer-impacting incidents from investigation through resolution, work with developers and product teams, and use AI tools to improve troubleshooting and

Qualifications

• 3+ years of experience in technical or support engineering
• Experience with Linux system administration (CentOS/RHEL)
• Strong SQL skills for query composition and analysis
• Familiarity with APIs and integrations (REST, SOAP, JSON, XML) and authentication standards (OAuth, SAML)
• Experience with web hosting or similar infrastructure environments
• Strong written and verbal English communication and remote collaboration skills

Responsibilities

• Own technical support tickets end-to-end, investigating incidents, troubleshooting issues, identifying root causes, and delivering solutions
• Provide clear guidance on product functionality, configuration, best practices, and technical processes
• Diagnose complex issues using Linux, logs, networking concepts, databases, APIs, and cloud technologies
• Manage customer communication with timely, accurate updates per SLAs
• Collaborate with developers, product teams, and account managers to resolve issues and elevate when needed
• Maintain accurate ticket records and document investigation steps and resolutions
• Create and improve technical notes and troubleshooting documentation
• Stay current with the platform and emerging tools through training and self-learning
• Contribute to operational projects to improve support effectiveness and customer satisfaction
• Explore and apply AI tools to improve troubleshooting and automation

Skills

Linux administration

Networking

Databases

APIs

Troubleshooting

Cloud technologies

English communication

Incident management

Python/Java/C++ (plus)

Kubernetes

Education

Bachelor’s degree in Computer Science or engineering

Tools

PostgreSQL

MySQL

Oracle

REST

SOAP

JSON

XML/RPC

OAuth

SAML

TCP/IP

Job description

Jobgether SRL in Mexico is seeking a Technical Support Engineer for a partner company, focusing on reliability and usability of a cloud-commerce platform serving major service providers. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a remote-first setup.

You will own customer-impacting incidents from investigation through resolution, work with developers and product teams, and use AI tools to improve troubleshooting and