Remote-First Enterprise Technical Support Engineer

Vistaprint; Ciudad Juárez; A distancia; MXN 240.000 - 420.000; Jornada completa

Descripción de la vacante

Cimpress Technology is seeking a Technical Support Engineer to join our Fulfillment (MIS) Support team in Ciudad Juárez. You will provide Level 2 technical support for enterprise manufacturing applications and act as the primary escalation point for Customers and Tier 1 Support during production issues.

You will troubleshoot application issues, analyze logs and system metrics, escalate defects to Engineering, and collaborate with cross-functional teams.

Formación

• Experience with incident management and application support methodologies.
• Experience troubleshooting production applications and distributed systems.
• Ability to analyze logs, error messages and stack traces to identify root causes.
• Understanding of REST APIs: querying, testing, and troubleshooting endpoints.
• Familiarity with JSON payloads and data structures.
• SQL knowledge for querying and troubleshooting data issues.

Responsabilidades

• Provide Level 2 technical support by resolving escalated issues from Customer and Tier 1 support.
• Troubleshoot application, configuration, API and data-related issues.
• Analyze application logs, stack traces, monitoring alerts and system metrics.
• Escalate software defects to Engineering with detailed technical analysis.
• Support customer configuration requests and application functionality.
• Monitor production environments and respond to alerts.
• Participate in incident response and recovery activities.
• Support on-call production activities.
• Work closely with Engineering, Product, DevOps and Operations teams.
• Contribute to troubleshooting documentation, runbooks and knowledge articles.
• Share technical knowledge with Tier 1 Support.
• Identify recurring issues and suggest process improvements.
• Participate in automation initiatives.
• Contribute to post-incident reviews.

Conocimientos

Incident management

Application troubleshooting

Log and stack trace analysis

REST APIs

JSON payloads

SQL querying

Educación

Bachelor's degree in CS/IT/IS or related field

Herramientas

Zendesk

Confluence

New Relic

Postman

Slack

Descripción del empleo

Cimpress Technology is seeking a Technical Support Engineer to join our Fulfillment (MIS) Support team in Ciudad Juárez. You will provide Level 2 technical support for enterprise manufacturing applications and act as the primary escalation point for Customers and Tier 1 Support during production issues.

You will troubleshoot application issues, analyze logs and system metrics, escalate defects to Engineering, and collaborate with cross-functional teams.