Junior Support Engineer (Mexico, Argentina, Brazil)

Role Overview

We are looking for a Junior Support Engineer to provide first-level technical support for customer-facing software applications and technology solutions.

The role involves handling incoming support requests, identifying technical issues, guiding users through troubleshooting and resolution processes, and ensuring a high standard of customer service. You will work closely with support teams and other technical departments, following established service procedures and service level agreements (SLAs).

Key Responsibilities

• Technical Support: Handle incoming customer requests and provide first-level technical assistance in accordance with established support procedures and SLAs.
• Issue Investigation: Assess reported symptoms, identify potential root causes, and guide customers through troubleshooting and problem resolution.
• Request Ownership: Take responsibility for assigned support requests, monitor their progress, and ensure timely resolution.
• Escalation Management: Identify issues requiring advanced technical assistance and escalate them to the appropriate support teams.
• Team Coordination: Collaborate with other support specialists, help manage incoming workloads, and assist with resolving escalated functional issues.
• Customer Communication: Maintain clear and professional communication with customers, understand their needs, and provide guidance or functional training when required.
• Knowledge Sharing: Participate in knowledge-sharing activities and contribute to continuous improvements in support quality and processes.
• Technical Development: Continuously expand knowledge of supported applications, service desk tools, and relevant technologies.
• Incident Support: Provide after-hours assistance for priority incidents when required.

Requirements

• Strong analytical and problem-solving skills.
• Good written and verbal communication skills.
• Ability to understand customer needs and investigate technical issues.
• Strong teamwork and collaboration skills.
• Ability to manage multiple support requests and prioritize tasks effectively.
• Understanding of service desk processes, incident management, and escalation procedures.
• Familiarity with XML and Web Services is an advantage.
• Basic knowledge of databases, SQL, JavaScript, HTML, and CSS is beneficial.
• Working knowledge of AS2 protocols is an advantage.

Technical Environment

• Web Technologies: XML, Web Services, JavaScript, HTML, CSS
• Databases: SQL
• Protocols: AS2
• Support Tools: Service Desk Platforms, Customer Support Applications
• Processes: Incident Management, Troubleshooting, SLA, Escalation Management

Education and Experience

• Two-year degree in a technical field or equivalent technical education.
• Approximately 2 years of relevant experience or technical knowledge.

Work Environment

• Fully remote.
• Working hours: 08:00–16:00 CST.
• Collaboration within an international support team.
• Occasional after-hours support for priority incidents.