Technical Support Engineer II – MIS & Fulfillment

Vistaprint; Ciudad Juárez; Remote; MXN 320,000 - 520,000; Full time

Job summary

Cimpress Technology in Ciudad Juárez, MX is seeking a Technical Support Engineer for the MIS Support team. You will serve as the primary escalation point for customers, provide Level 2 support, and assist the Incident Management team to resolve production issues.

You will analyze logs, configurations, and integrations, coordinate with Engineering, Product and DevOps, and help create runbooks and knowledge bases. This role offers a remote-first culture with global collaboration.

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 and debugging API endpoints.
• Knowledge of SQL for querying databases.
• Familiarity with monitoring and observability platforms and tools.

Responsibilities

• Provide Level 2 technical support by responding to and resolving escalated issues.
• Assist the Incident Management team in diagnosing and resolving high-priority production incidents.
• 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.

Skills

Application support

Production support

Technical support

Incident management

REST APIs

JSON payloads

SQL querying

Distributed systems

Monitoring tools

Observability

Tools

New Relic

Sumo Logic

Jira

Zendesk

GitLab

Postman

VS Code

Job description

Cimpress Technology in Ciudad Juárez, MX is seeking a Technical Support Engineer for the MIS Support team. You will serve as the primary escalation point for customers, provide Level 2 support, and assist the Incident Management team to resolve production issues.

You will analyze logs, configurations, and integrations, coordinate with Engineering, Product and DevOps, and help create runbooks and knowledge bases. This role offers a remote-first culture with global collaboration.