Support Engineer

Ottera Inc; A distancia; MXN 359,000 - 720,000; Jornada completa

Descripción de la vacante

Una empresa innovadora en tecnología busca un Ingeniero de Soporte que se encargue de asegurar el funcionamiento óptimo de los productos mediante soporte técnico de primer nivel. El candidato deberá tener experiencia en análisis de causa raíz y capacidad para resolver problemas técnicos. Además, se valorarán conocimientos en NodeJs y PHP. Se ofrece un entorno de trabajo dinámico y colaborativo con un equipo diverso distribuido en varias localidades a nivel mundial.

Formación

• Experiencia comprobada en soporte técnico para productos de software.
• Habilidades de análisis de causa raíz y diseño de información.
• Conocimientos de conceptos y protocolos de software.

Responsabilidades

• Proporcionar soporte técnico de primer nivel a los usuarios finales.
• Colaborar con equipos multifuncionales para mejorar productos.
• Trabajar en proyectos operativos en nuestro backlog de ingeniería.

Conocimientos

Soporte técnico

Análisis de causa raíz

Resolución de problemas

Conocimientos básicos de programación

Comunicación efectiva

Enfoque centrado en el cliente

Adaptabilidad

Herramientas

NodeJs

PHP

Laravel

Django

ReactJS

Descripción del empleo

Descripción del trabajo

Location: Remote, LATAM

As a Support Engineer, your primary responsibility is to ensure the optimal functioning of our products by delivering first-level technical support to end-users and the internal support team. You will actively engage in addressing software-related issues, collaborating with cross-functional teams to contribute to product improvement projects, and ensuring prompt fault resolution. Additionally, you will contribute to projects aimed at improving business functionality and efficiency.

What your day will look like

• Provide first-level technical support in an IDE to locate any affected code and suggest solutions for a more senior team member's review, feedback, and approval.
• Communicate effectively with internal team members, keeping them informed of issue resolutions and task updates.
• Work on operational projects in our engineering backlog as time permits.

What we are looking for

• Proven experience in providing technical support for software products.
• Root Cause analysis, information design, and system evaluation skills.
• Strong problem-solving skills and the ability to address technical issues in a timely manner.
• Basic understanding of programming languages, with knowledge in NodeJs, PHP as a plus.
• Familiarity with software concepts and protocols.
• Familiarity with common frameworks for preferred languages: Laravel, Drupal, Django, RoR, SailsJS, ReactJS.
• Good written and verbal communication skills with proficiency in spoken English.
• Ability to collaborate effectively within a team and across different departments.
• Customer-centric mindset focused on delivering high-quality service.
• Adaptability and willingness to learn new technologies as required.

About OTTera

At OTTera, we are actively seeking enthusiastic individuals to join our dynamic team. We welcome those who are passionate about contributing fresh perspectives, enhancing our capabilities to execute ongoing projects, and embracing the ever-changing challenges of our industry. Be a vital part of our mission to shape the future of content through our agile methods, strategic foresight, and expertise in this field.

Our core team is headquartered in the heart of Los Angeles and we have multiple team members around the world, including Mexico City, Sao Paulo, Delhi, New York, Paris, Dubai, Shenzhen, Cape Town, London, and Montevideo.

Culture

We pride ourselves on diversity and working with a worldwide team of people from different backgrounds. We have a very collaborative engineering team—formal standups twice a week, frequent informal standups, and rubber-duck sessions to help tackle sticky issues. This is a fast-paced, dynamic environment with many moving parts and initiatives. We look for folks who are organized, flexible, able to self-direct, ask the necessary questions, and help us keep building this amazing rocket as we fly it!