Triage Engineer: Incident Response Specialist

Convergys; Mexico; Hybrid; PHP 1,485,674 - 2,334,631; Full time

Job summary

Concentrix is seeking a Triage Engineer to join its global technology services team. You will triage and prioritize technical issues, analyze logs and system behavior, and reproduce issues to produce actionable reports for engineering.

You’ll coordinate with cross-functional teams, monitor queues, and ensure accurate case tracking throughout the lifecycle, leveraging Jira and ServiceNow in a fast-paced environment.

Qualifications

• Bachelor’s degree in computer science, IT, engineering, or related field.
• 3–7 years in technical support engineering, incident management, software QA, or triage roles.
• Experience triaging, troubleshooting, and prioritizing issues by severity and risk.
• Familiarity with SDLC, incident management, and defect lifecycle.
• Experience with Jira/ServiceNow for issue tracking.
• Ability to analyze logs, dashboards, and error messages to find root causes.

Responsibilities

• Triage and prioritize technical issues, incidents, and defects by severity and impact.
• Analyze logs, dashboards, and system behavior to identify patterns and root causes.
• Reproduce reported issues and create detailed bug reports for engineering teams.
• Coordinate with engineering, QA, support, and operations for timely investigations.
• Monitor incident queues and maintain accurate case tracking and documentation.
• Use Jira/ServiceNow and similar tools to manage issues and escalation.

Skills

Analytical thinking

Problem solving

Written communication

Verbal communication

Organization & documentation

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field

Tools

Jira

ServiceNow

Splunk

Datadog

Grafana

Kibana

New Relic

SQL

Job description

Concentrix is seeking a Triage Engineer to join its global technology services team. You will triage and prioritize technical issues, analyze logs and system behavior, and reproduce issues to produce actionable reports for engineering.

You’ll coordinate with cross-functional teams, monitor queues, and ensure accurate case tracking throughout the lifecycle, leveraging Jira and ServiceNow in a fast-paced environment.