Technical Support Engineer

Scio; Morelia; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Scio, a Mexico-based tech team, is seeking a Technical Support Engineer to join its fully remote, LATAM-based workforce. You will provide Tier 2/3 support for enterprise customers, troubleshoot Kubernetes-based deployments, reproduce environments, and collaborate across Engineering, Sales, and Customer Success.

You will work with Kubernetes and cloud platforms (AWS/Azure), demonstrate strong English communication, and independently diagnose complex issues while guiding customers through

Formación

• 2+ years of technical support experience, preferably Tier 2/3.
• Strong hands‑on Kubernetes experience in production environments.
• At least one Kubernetes or cloud certification (CKA, CKAD, CKS, AWS, Azure) or equivalent.
• Strong troubleshooting skills across software, infrastructure, networking, and distributed environments.
• Experience working directly with customers in a technical capacity.
• Strong written and verbal English communication skills.
• Ability to independently investigate complex technical issues and collaborate with engineering teams.

Responsabilidades

• Provide Tier 2 / Tier 3 technical support to enterprise customers.
• Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.
• Reproduce customer environments and run tests to diagnose technical problems.
• Work directly with customers during technical discussions and troubleshooting sessions.
• Manage and resolve technical support tickets.
• Collaborate with Engineering, Sales, and Customer Success teams.
• Escalate complex issues and product bugs to Engineering and help drive them to resolution.
• Clearly communicate technical findings, workarounds, and resolutions to customers.

Conocimientos

Kubernetes

Customer-facing support

Troubleshooting

English communication

Educación

Kubernetes/cloud certification (CKA, CKAD, CKS, AWS, Azure)

Herramientas

Kubernetes

AWS

Azure

Descripción del empleo

We’re a dynamic team at one of the Best Places to Code companies based in Mexico. Our mission? To create fully‑fledged platforms using a wide range of tools and technologies. Keep reading if you’re passionate about clean, elegant code and love collaborating with experts!

Responsibilities

• Provide Tier 2 / Tier 3 technical support to enterprise customers.
• Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.
• Reproduce customer environments and run tests to diagnose technical problems.
• Work directly with customers during technical discussions and troubleshooting sessions.
• Manage and resolve technical support tickets.
• Collaborate with Engineering, Sales, and Customer Success teams.
• Escalate complex issues and product bugs to Engineering and help drive them to resolution.
• Clearly communicate technical findings, workarounds, and resolutions to customers.

Requirements

• 2+ years of technical support experience, preferably in Tier 2 / Tier 3 support.
• Strong hands‑on Kubernetes experience in production environments.
• At least one relevant Kubernetes or cloud certification, such as CKA, CKAD, CKS, AWS, Azure, or equivalent.
• Strong troubleshooting skills across software, infrastructure, networking, and distributed environments.
• Experience working directly with customers in a technical capacity.
• Strong written and verbal English communication skills.
• Ability to independently investigate complex technical issues and collaborate with engineering teams.

Nice to Have

• Experience with AWS, Azure, or other cloud platforms.
• Experience with containers, networking, monitoring, and logging.
• Experience supporting enterprise software products.
• Exposure to AI, computer vision, video analytics, or similar technologies.

Location & Schedule

• LATAM-based candidates only.
• Fully remote.
• Must be available to work U.S. East Coast business hours.

Onboarding

During the first month, the engineer will focus on learning the platform and internal support processes, working closely with senior engineers before independently handling customer issues. The onboarding also includes internal training and certification related to the AI vision platform.