Triage Engineer

Concentrix; Mexico; On-site; PHP 4,286,589 - 6,736,068; Full time

Job summary

Concentrix is seeking a Triage Engineer to join our full-time team. You will triage and prioritize technical issues, analyze logs, reproduce reported problems, and coordinate with engineering, QA, support, and operations to ensure timely resolution.

The role requires 3–7 years of experience in technical support, incident management, or triage-related roles, strong SDLC understanding, and experience with Jira or ServiceNow. A Bachelor’s degree in CS/IT/Eng is preferred.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3–7 years of experience in technical support engineering, incident management, software engineering, QA, or triage-related roles
• Proven ability to triage, troubleshoot, and prioritize technical issues based on severity, impact, urgency, and business risk
• Strong understanding of SDLC, incident management, and defect lifecycle processes
• Experience using Jira, ServiceNow, or similar tools for issue tracking and case management
• Ability to analyze logs, system behavior, dashboards, and error messages to identify likely root causes
• Familiarity with APIs, web applications, backend systems, databases, and integrations
• Experience with monitoring and observability tools such as Splunk, Datadog, Grafana, Kibana, or New Relic
• Ability to reproduce issues and create detailed, actionable bug reports for engineering teams
• Strong knowledge of incident prioritization, escalation management, SLAs, and service impact assessment
• Strong analytical, critical-thinking, and problem-solving skills
• Excellent written and verbal communication skills across technical and business stakeholders
• Highly organized and detail-oriented with strong documentation and case tracking skills
• Familiarity with change management, release processes, and governance controls in production environments
• Experience with SQL, scripting, or cloud platforms is a plus

Responsibilities

• Triage and prioritize technical issues, incidents, and defects based on severity, business impact, urgency, and risk.
• Analyze logs, dashboards, system behavior, and error messages to identify patterns, troubleshoot issues, and determine likely root causes.
• Reproduce reported issues and create detailed, actionable bug reports to support efficient resolution by engineering teams.
• Coordinate with cross-functional stakeholders including engineering, QA, support, and operations to ensure timely investigation and escalation of issues.
• Monitor incident queues and case workflows to maintain accurate tracking, status updates, and documentation throughout the issue lifecycle.
• Use tools such as Jira, ServiceNow, and similar platforms to manage issue tracking, case handling, and escalation processes.
• Support incident management activities including prioritization, escalation management, SLA adherence, and service impact assessments.

Skills

Analytical skills

Communication skills

Log analysis

Incident management

SLA understanding

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering

Tools

Jira

ServiceNow

Job description

Job Title

Triage Engineer

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures

The Catalyst Team is seeking a Triage Engineer to join our full-time team as full-time employee.

Responsibilities

• Triage and prioritize technical issues, incidents, and defects based on severity, business impact, urgency, and risk.
• Analyze logs, dashboards, system behavior, and error messages to identify patterns, troubleshoot issues, and determine likely root causes.
• Reproduce reported issues and create detailed, actionable bug reports to support efficient resolution by engineering teams.
• Coordinate with cross-functional stakeholders including engineering, QA, support, and operations to ensure timely investigation and escalation of issues.
• Monitor incident queues and case workflows to maintain accurate tracking, status updates, and documentation throughout the issue lifecycle.
• Use tools such as Jira, ServiceNow, and similar platforms to manage issue tracking, case handling, and escalation processes.
• Support incident management activities including prioritization, escalation management, SLA adherence, and service impact assessments.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
• 3–7 years of experience in technical support engineering, incident management, software engineering, QA, or triage-related roles
• Proven ability to triage, troubleshoot, and prioritize technical issues based on severity, impact, urgency, and business risk
• Strong understanding of SDLC, incident management, and defect lifecycle processes
• Experience using Jira, ServiceNow, or similar tools for issue tracking and case management
• Ability to analyze logs, system behavior, dashboards, and error messages to identify likely root causes
• Familiarity with APIs, web applications, backend systems, databases, and integrations
• Experience with monitoring and observability tools such as Splunk, Datadog, Grafana, Kibana, or New Relic
• Ability to reproduce issues and create detailed, actionable bug reports for engineering teams
• Strong knowledge of incident prioritization, escalation management, SLAs, and service impact assessment
• Strong analytical, critical-thinking, and problem-solving skills
• Excellent written and verbal communication skills across technical and business stakeholders
• Highly organized and detail-oriented with strong documentation and case tracking skills
• Familiarity with change management, release processes, and governance controls in production environments
• Experience with SQL, scripting, or cloud platforms is a plus