Technical Support Engineer 2, Manufacturing Information Systems - Ciudad Juarez, Mexico

Cimpress Technology; Ciudad Juárez; Remote; MXN 400,000 - 640,000; Full time

Job summary

Cimpress Technology is seeking a Technical Support Engineer to join the MIS Support team. You will provide Level 2 technical support for enterprise applications, serving as the primary escalation point and assisting the Incident Management team in resolving critical production issues.

You will diagnose complex technical issues, analyze logs and API responses, and collaborate with Engineering, Product and DevOps to ensure platform reliability and customer satisfaction.

Qualifications

• 5+ years of experience in Application Support, Production Support or Technical Support.
• Experience supporting enterprise or SaaS applications in production environments.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
• Ability to prioritize multiple issues in a fast-paced, customer-focused environment.
• Experience troubleshooting production applications and distributed systems.
• Experience working with REST APIs, including querying, testing and troubleshooting API endpoints.
• Knowledge of SQL for querying databases and troubleshooting data-related issues.

Responsibilities

• Provide Level 2 technical support by responding to and resolving escalated issues from Customer or Tier 1 Support.
• Assist the Incident Management team in diagnosing and resolving high-priority production incidents within defined SLAs.
• Investigate application, configuration and integration issues to determine root cause and recommend resolutions.
• Troubleshoot application behavior by analyzing logs, stack traces, API responses and system metrics.
• Support customer requests and resolve functional or technical configuration issues.
• Escalate product defects to Engineering with detailed technical analysis and supporting evidence.
• Monitor production systems using observability and monitoring tools to proactively identify potential issues.
• Respond to alerts, investigate anomalies and coordinate issue resolution with cross-functional teams.
• Perform health checks and validate application stability following deployments or incident recovery.
• Work closely with Engineering, Product and DevOps teams to resolve complex technical challenges.
• Develop and maintain troubleshooting guides, runbooks, SOPs and knowledge base documentation.
• Identify recurring issues and recommend automation or process improvements to reduce support effort.
• Contribute to automation initiatives that improve support efficiency and operational excellence.
• Contribute to post-incident reviews and continuous improvement initiatives that enhance platform reliability and customer satisfaction.

Skills

Experience 5+ years

Enterprise SaaS

REST APIs

JSON payloads

SQL

Monitoring tools

Jira

Zendesk

GitLab

Postman

VS Code

Tools

New Relic

Sumo Logic

Jira

Zendesk

GitLab

Postman

VS Code

Confluence

Job description

Our Team The

The Fulfillment Support Group is a Tier 2 Technical Support team providing specialized support to Fulfillers across MIS and Logistics products. The team resolves complex technical issues, manages escalations and ensures stable, efficient fulfillment operations through proactive support and technical expertise. It also supports and helps customers with product setup, configuration and enablement. Overall, the team plays a key role in maintaining operational continuity and enabling successful adoption of Fulfillment products. We are seeking a highly skilled and customer-focused Technical Support Engineer to join our Manufacturing Information Systems (MIS) Support team. In this role, you will provide technical support for our enterprise applications, serving as the primary escalation point for customers, Tier 1 support and assisting the Incident Management team in resolving critical production issues.

What You Will Do

• Provide Level 2 technical support by responding to and resolving escalated issues from Customer or Tier 1 Support.
• Assist the Incident Management team in diagnosing and resolving high-priority production incidents within defined SLAs.
• Investigate application, configuration and integration issues to determine root cause and recommend appropriate resolutions.
• Troubleshoot application behavior by analyzing logs, stack traces, API responses and system metrics.
• Support customer requests and resolve functional or technical configuration issues.
• Escalate product defects to Engineering with detailed technical analysis and supporting evidence.
• Monitor production systems using observability and monitoring tools to proactively identify potential issues.
• Respond to alerts, investigate anomalies and coordinate issue resolution with cross-functional teams.
• Perform health checks and validate application stability following deployments or incident recovery.
• Work closely with Engineering, Product and DevOps teams to resolve complex technical challenges.
• Develop and maintain troubleshooting guides, runbooks, SOPs and knowledge base documentation.
• Identify recurring issues and recommend automation or process improvements to reduce support effort.
• Contribute to automation initiatives that improve support efficiency and operational excellence.
• Contribute to post-incident reviews and continuous improvement initiatives that enhance platform reliability and customer satisfaction.

Your Qualifications

• 5+ years of experience in Application Support, Production Support or Technical Support.
• Experience supporting enterprise or SaaS applications in production environments.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
• Ability to prioritize multiple issues in a fast-paced, customer-focused environment. Strong understanding of application support methodologies and incident management.
• Experience troubleshooting production applications and distributed systems.
• Ability to analyze application logs, error messages and stack traces to identify root causes.
• Experience working with REST APIs, including querying, testing and troubleshooting API endpoints.
• Strong understanding of JSON request and response payloads.
• Knowledge of SQL for querying databases and troubleshooting data-related issues.
• Experience using monitoring and observability platforms and other tools such as: New Relic, Sumo Logic, Jira or Zendesk, GitLab, Postman, Visual Studio Code (VS Code)

Nice to Have

• Working knowledge of AWS cloud services and cloud-native applications.
• Experience supporting RESTful JSON-based web services.
• Familiarity with Zendesk for ticket management.
• Experience using Confluence for technical documentation.
• Experience with Slack or similar collaboration platforms.
• Basic scripting experience using PowerShell, Python or similar automation tools.

Why You'll Love Working Here

We encourage our engineers to think like owners – to continue to act small as we grow. Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level while still feeling small and nimble. We have a Remote-First operating model and culture, with team members in over 15 countries and 30 US states, offering autonomy and the flexibility to work from home. Cimpress also provides collaboration spaces for team members to work physically together.

About Us

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized physical (and digital) products, for over 17 million global customers. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back.

Commitment to Diversity, Equity, & Inclusion

Cimpress exists to help our customers live their dreams. Each dream is unique – and the Cimpress team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

Cimpress Technology, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.