Technical Support Engineer II - Remote MIS (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

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.