Senior Customer Support & Operations Analyst (Hybrid)

Nasdaq; Ciudad de México; Híbrido; MXN 360.000 - 520.000; Jornada completa

Descripción de la vacante

Nasdaq is seeking a Senior Customer Support / Operations Analyst (AxiomSL) in Mexico City. You’ll act as a key client contact, resolving complex technical and functional issues while ensuring maximum value from the AxiomSL platform.

You’ll own issues end-to-end, collaborate with Engineering, Product Management, and other teams, document solutions, and help improve internal processes in a fast‑paced, global environment. Hybrid work with in‑office presence required.

Formación

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in Technical Support, System Administration, QA, or Software Development.
• Hands-on experience with databases (Oracle, PostgreSQL, SQL Server, MySQL or similar), including the ability to create, analyse, and modify SQL queries.
• Strong troubleshooting skills across Linux and Windows server environments and web-based applications.
• Excellent communication skills in English (C1–C2), with the ability to work effectively in collaborative, global teams.

Responsabilidades

• Provide expert-level functional and technical support for AxiomSL products, resolving client issues through the Case Management System, email, and live calls or meetings.
• Take end-to-end ownership of customer issues, including issue replication, root cause analysis, resolution, and clear client communication.
• Troubleshoot and analyse issues related to AxiomSL architecture, databases, operating systems, JVM, networks, and cloud infrastructure.
• Partner closely with Engineering, Product Management, and other Support teams to escalai, track, and resolve complex incidents within defined SLAs.
• Contribute to continuous improvement by documenting solutions, creating knowledge base articles, and enhancing internal processes and documentation.

Conocimientos

SQL queries

Linux

Windows

English

Educación

Bachelor’s degree or equivalent

Herramientas

Oracle

PostgreSQL

SQL Server

MySQL

Descripción del empleo

Nasdaq is seeking a Senior Customer Support / Operations Analyst (AxiomSL) in Mexico City. You’ll act as a key client contact, resolving complex technical and functional issues while ensuring maximum value from the AxiomSL platform.

You’ll own issues end-to-end, collaborate with Engineering, Product Management, and other teams, document solutions, and help improve internal processes in a fast‑paced, global environment. Hybrid work with in‑office presence required.