Remote Software Support Engineer - Hybrid & Global

Hydro Systems Co; Tlanepantla; Híbrido; MXN 335.000 - 614.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Year-end bonus

Hybrid work arrangement

On-call rotation compensation

Travel opportunities

Descripción de la vacante

Dover Imaging & Identification (DII) in Mexico is seeking a Remote Support Specialist to act as the first contact for software support across regional and international customers. You will troubleshoot, investigate incidents, and build strong customer relationships while expanding technical knowledge.

New hires will train on-site for the first 1–2 weeks, then work in a hybrid environment with early start times to cover multiple time zones.

Formación

• Technical education or relevant experience in Engineering, IT, or CS.
• 2+ years of experience in software support, software development or technical application support.
• Experience with VB.NET and/or C#.
• Intermediate knowledge of SQL.
• Understanding of Windows environments, networking and client-server software.
• Strong analytical and troubleshooting skills; ability to work under pressure.
• Excellent communication skills and ability to work in an international team.
• Ability to start early (~6:00 AM) to support global customers.
• Willingness to participate in a compensated on-call rotation (~every 7-9 weeks).
• Travel availability (<5%).
• Nice to have: Spanish proficiency.

Responsabilidades

• Serve as first contact for software-related support from regional and international customers.
• Troubleshoot complex software issues and provide timely resolutions.
• Investigate incidents involving applications, databases and servers.
• Develop skills in VB.NET, SQL and industrial communication protocols.
• Maintain strong customer relationships through proactive communication.
• Manage support cases via phone, email and ticketing system with SLA adherence.
• Collaborate with global teams to investigate and resolve issues.
• Document investigations, resolutions and best practices for the knowledge base.

Conocimientos

VB.NET

C#

SQL

Windows

Networking

Analytical skills

English fluency

Independent work

Communication

On-call readiness

Travel readiness

Spanish (nice to have)

Educación

Technical education in Engineering, IT, CS or related field

Herramientas

OPC/PLC

ERP integrations

Descripción del empleo

Dover Imaging & Identification (DII) in Mexico is seeking a Remote Support Specialist to act as the first contact for software support across regional and international customers. You will troubleshoot, investigate incidents, and build strong customer relationships while expanding technical knowledge.

New hires will train on-site for the first 1–2 weeks, then work in a hybrid environment with early start times to cover multiple time zones.