TECHNICAL SUPPORT SPECIALIST

Svitla Systems, Inc.; Torreón; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A technology company is seeking a Technical Support specialist for a full-time role in Torreón, Mexico. You will assist a US-based client in resolving technical issues and enhancing customer satisfaction. Ideal candidates have a background in Computer Science or Digital Marketing, with strong coding skills in languages such as Python or Java. Attractive benefits include comprehensive medical insurance, flexible workspace options, and a supportive community.

Servicios

Annual performance appraisals

Comprehensive medical insurance

15 vacation days

Flexible workspace options

Monthly Pantry Vouchers

Formación

• 2 years of experience in a support role.
• Ability to support and learn from teammates.
• Experience in building trusting relationships with customers.

Responsabilidades

• Provide world-class guidance from customer contact to resolution.
• Partner with engineering teams to resolve issues.
• Contribute to documentation and knowledge base articles.

Conocimientos

Bachelor's or master's Degree in Computer Science or Digital Marketing

Knowledge of at least one coding language (Python, SQL, JavaScript, Java, Kotlin)

Experience with mobile platforms (iOS and Android)

Experience reading logs in JSON format

Understanding of Zendesk and JIRA

Fluent in English

Herramientas

Slack

Zendesk

Google Suite

Confluence

Google Cloud Platform

Descripción del empleo

Svitla Systems Inc. is looking for a Technical Support for a full-time position (40 hours per week) in Mexico. Our client is a US-based technology company that specializes in mobile marketing solutions and customer engagement. Founded in 2009, they provide a platform for businesses to create, automate, and optimize mobile messaging campaigns, including push notifications, in-app messaging, SMS, email, and mobile wallet passes. The platform enables businesses to deliver personalized and targeted messages to their mobile app users, thereby driving engagement, retention, and monetization. Various industries, including retail, media, travel, finance, and gaming, use the solutions. The client’s services include audience segmentation, real-time analytics, A/B testing, and automation capabilities to help businesses deliver the right message to the right user at the right time. Their goal is to empower companies to build stronger customer relationships through effective mobile engagement strategies.

The project: you’ll supplement the Technical Support Engineering Team with partners who can handle Tier 1 tickets via email. The Team will provide training. You’ll be involved in resolving functional and technical customer issues while delivering amazing customer experiences. You are committed to improving processes and solving problems with the ability to read and write code.

Overlap in MX time for support Monday-Friday and on-calls on weekends.

Tech Stack: Slack, Zendesk, Google Suite, Confluence, Google Cloud Platform.

Requirements

• Bachelor’s or master’s Degree in Computer Science or Digital Marketing, or equivalent experience, with 2 years in a support role.
• Knowledge of at least one code language is appreciated (Python, SQL, JavaScript, Java, or Kotlin).
• Be comfortable with mobile platforms, such as iOS and Android.
• Experience and understanding in reading logs in JSON format.
• Familiarity with aspects of mobile apps.
• An understanding of how to use Zendesk and JIRA.
• Display curiosity and interest in new technologies and innovations.
• The ability to support and learn from teammates.
• Experience in building trusting relationships with both technical and non-technical customers via written and verbal communication.
• The ability to work in a team environment while working independently.
• Fluent in speaking, reading, and writing skills in English (other languages such as French are a plus).
  
  

Responsibilities

• Provide world-class writing and verbal guidance by taking ownership of customer requests from initial contact to resolution, including troubleshooting, determining root cause, and ensuring that the customer understands the resolution.
• Partner with engineering teams to resolve customer issues and assist customers during product and service implementation, which includes reading and analyzing code.
• Contribute to documentation, knowledge base articles, and tutorials to improve the customer experience of the client’s products and services.
• Work on transversal projects to increase knowledge and personal skills.
• Contribute to the development of the support policies and procedures.
• Participate in an on-call rotation with a weekend day component included in the weekly schedule.
  
  

We offer

• Work with #1 winner of the ‘Best Place to Code’ award!
• US and EU projects based on advanced technologies.
• Legal IMSS contract and competitive compensation.
• Annual performance appraisals.
• Flexibility in workspace, either remote or in our welcoming office.
• Remote work financial support.
• Comprehensive medical insurance including family.
• Life insurance, maternity policy, family days off.
• Christmas Bonus in the amount of 30 days' salary.
• Bonuses for article writing, public talks, other activities.
• 15 vacation days, 25% vacations bonus, 11 national holidays.
• Personalized learning program tailored to your interests and skill development.
• Free webinars, meetups and conferences organized by Svitla.
• Monthly Pantry Vouchers, free office snacks, and drinks.
• Fun corporate online\offline celebrations and activities.
• Awesome team, friendly and supportive community!