Senior Identity Engineer

Petco Animal Supplies, Inc.; Santiago de Querétaro; Presencial; MXN 279.000 - 469.000; Jornada completa

Descripción de la vacante

Petco Animal Supplies, Inc. is seeking a dedicated team member in Querétaro to handle customer issues, diagnose problems, and provide timely resolutions. The role involves on-call rotations, escalation procedures, and documentation to support knowledge sharing.

It emphasizes adherence to security standards and company processes while contributing to system upgrades and maintenance. The position requires a Bachelor’s degree or equivalent experience and offers an on-site role in Mexico with

Formación

• Bachelor’s degree or equivalent combination of education and related experience.

Responsabilidades

• Take ownership of customer issues and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues.
• Document troubleshooting and problem resolution steps, creating knowledge base articles for routine issues when applicable.
• Participate in rotating on-call coverage or emergency response.
• Be familiar with regulatory & security standards, best practices, and company requirements.
• Undertake small-sized enhancements or projects.
• Be familiar with documentation for assigned technology including server build docs, configuration standards and infrastructure architecture.
• Adhere to all Petco and department processes and standards.
• Monitor and test system performance for potential bottlenecks.
• Participate in upgrade and installation activities for new hardware and software components as well as scheduled system maintenance activities and maintain them in accordance with IT policies and procedures.

Conocimientos

Customer support

Educación

Bachelor’s degree or equivalent

Descripción del empleo

Want to help pets live their best lives?

We’re proud to be where the pets go and where the pet people go. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what’s right for pets and people.

• Pet First – Protect & Empower. All pets should Live their Best Life. We put the needs of pets and pet parents at the center of everything we do.
• Foster the Fun – Connect & Bond. Our Passion for pets brings us together! We celebrate the journey of pet parenthood through district experiences, products, and services.
• Let’s Go! Own & Commit. We are stronger as One Petco team. We bring our unique superpowers and champion authenticity in everyone to drive success.

About Petco:

We’re proud to be where the pets go to find everything they need to live their best lives for more than 60 years — from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood — the boundless boops, missing slippers, late night zoomies and everything in between. And we’re here for it. Every tail wag, every vet visit, every step of the way. We are 29,000+ strong and together we nurture the pet-human bond in more than 1,500 Petco stores across the U.S., Mexico and Puerto Rico, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we founded Petco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately 7 million animals through in-store adoption events.

Essential Job Functions:

The partner must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation:

• Perform basic day-to-day maintenance and upkeep of assigned domain.
• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues.
• Documenting troubleshooting and problem resolution steps, creating knowledge base articles for routine issues when applicable.
• Participate in rotating on-call coverage or emergency response.
• Be familiar with regulatory & security standards, best practices, and company requirements.
• Undertake small-sized enhancements or projects.
• Be familiar with documentation for assigned technology including server build docs, configuration standards and infrastructure architecture.
• Adhere to all Petco and department processes and standards.
• Monitor and test system performance for potential bottlenecks.
• Participate in upgrade and installation activities for new hardware and software components as well as scheduled system maintenance activities and maintain them in accordance with IT policies and procedures.

Education/Experience:

• Bachelor’s degree or equivalent combination of education and related experience.

Note: Current responsibilities are impacted by company and team priorities that may have evolved from what is displayed in the Workday job profile.The description provides general job duties and requirements, but the partner’s manager may assign additional responsibilities or tasks depending on business needs.

For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see https://careers.petco.com/us/en/key-benefits

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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