Senior Technical Support Specialist - High-Volume SaaS

Visa Hunt; Mexico; On-site; MXN 279,000 - 469,000; Part time

Job summary

Aivo, part of Engageware, is seeking a technical support professional to handle a high volume of tickets (about 1,600 per year) in a fast-paced enterprise environment. You will diagnose issues, document findings, and provide clear resolutions for a major client.

The role requires strong technical depth, Spanish fluency, and the ability to prioritize under pressure. On-call rotations may be required, and you’ll collaborate with Product, QA, and Development to drive improvements.

Qualifications

• 3–4+ years in technical support or help desk.
• Experience handling high-volume tickets (≥1,000/year).
• Degree in Systems/CS/Telecommunications or equivalent.

Responsibilities

• Receive, classify, and resolve tickets (Jira) per SLA.
• Prioritize workload based on impact and urgency.
• Diagnose incidents through logs and environment checks.
• Document cases with steps, root cause, and fixes.

Skills

Ticket management

Prioritization

Spanish language

English (intermediate)

Analytical thinking

Team collaboration

Education

Bachelor's in Computer Science

Tools

Zendesk

Jira Service Mgmt

Datadog

SQL basics

Job description

Aivo, part of Engageware, is seeking a technical support professional to handle a high volume of tickets (about 1,600 per year) in a fast-paced enterprise environment. You will diagnose issues, document findings, and provide clear resolutions for a major client.

The role requires strong technical depth, Spanish fluency, and the ability to prioritize under pressure. On-call rotations may be required, and you’ll collaborate with Product, QA, and Development to drive improvements.