US-Client-Focused App Support Engineer

Softtek; México; Híbrido; MXN 240.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance and benefits

Christmas bonus 25 days

Maternity Leave

Paternity Leave

Grocery Vouchers

Saving Funds

Personal Loans

Car insurance

Softtek Contigo Program

Wellness & Wellbeing

Descripción de la vacante

Softtek is seeking an experienced Application Support Analyst to provide maintenance, troubleshoot issues, and deliver timely incident resolution for US-based clients in English. You will collaborate with IT teams, document procedures, manage tickets in Jira, monitor performance, and participate in daily client reviews to ensure service quality in a dynamic hybrid work environment in Mexico.

This role requires proactive communication, strong problem solving, and willingness to learn new

Formación

• Experience providing application support, maintenance, and troubleshooting for software applications.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Experience managing and tracking activities through ticketing tools and Jira.
• Experience performing application support activities, including troubleshooting, reporting, configuration management, and testing.
• Experience working directly with US-based clients in an English-speaking environment.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with internal teams and external vendors.
• Experience participating in daily status reporting and operational review meetings with clients and internal stakeholders.
• Strong teamwork skills and ability to work effectively within a collaborative support team.
• Proactive attitude, strong initiative, and ability to learn new technologies and business applications quickly.
• Understanding of application performance monitoring and issue resolution processes.
• Availability to support operational and business needs in a dynamic environment.

Responsabilidades

• Diagnose, troubleshoot, and resolve technical issues related to software applications to ensure optimal system operation.
• Provide functional and technical support to end users, addressing incidents, service requests, and application-related inquiries.
• Collaborate with IT teams, business users, and external vendors to identify root causes and implement effective solutions.
• Perform application maintenance activities, including configurations, testing, reporting, and issue resolution.
• Monitor application performance and availability, identifying opportunities for optimization and improvement.
• Track, manage, and document incidents, requests, and tasks through ticketing tools and Jira.
• Participate in daily meetings with clients and Softtek leadership to provide status updates and report on support activities.
• Validate application changes and configurations through testing activities before deployment.
• Create and maintain technical documentation, knowledge articles, and support procedures.
• Provide user guidance and knowledge transfer to encourage self-service and effective problem resolution.
• Contribute to continuous improvement initiatives that enhance application stability, support processes, and user experience.
• Work closely with a small collaborative support team to ensure service quality and operational excellence.

Conocimientos

Application support

Analytical thinking

Troubleshooting

Ticketing tools

Jira

English communication

Client interaction

Collaboration

Incident reporting

Monitoring

Herramientas

Jira

CRM platforms

Azure-based apps

.NET apps

Java apps

Descripción del empleo

Softtek is seeking an experienced Application Support Analyst to provide maintenance, troubleshoot issues, and deliver timely incident resolution for US-based clients in English. You will collaborate with IT teams, document procedures, manage tickets in Jira, monitor performance, and participate in daily client reviews to ensure service quality in a dynamic hybrid work environment in Mexico.

This role requires proactive communication, strong problem solving, and willingness to learn new