Principal Technical Support Engineer

Job Description:

About this role

Deliver swift, high-quality technical support that ensures a seamless experience for both internal teams and end users. By troubleshooting issues, collaborating with cross-functional teams, and proactively suggesting improvements, the Mid-level Technical Support Engineer helps maintain platform reliability and customer satisfaction while supporting the company’s broader goals for growth and operational excellence.

What you'll do

1. Investigate and diagnose technical issues related to our platform, escalating complex problems to the Engineering or DevOps teams when necessary.
2. Collaborate with cross-functional teams (Development, Product, Infrastructure) to resolve issues and improve our products.
3. Manage system alerts and logs, identifying root causes and suggesting improvements.
4. Maintain and update internal knowledge bases, FAQs, and documentation for both internal teams and external users.
5. Identify recurring problems and propose systematic solutions that enhance overall platform stability.
6. Contribute to security best practices, ensuring data protection guidelines are upheld.

Who you are

1. You are passionate about solving technical problems and ensuring a great user experience.
2. You communicate clearly and empathetically, whether it’s with teammates or customers.
3. You see value in robust, well-documented support processes over quick fixes.
4. You appreciate feedback and believe in collaborative problem-solving.
5. You enjoy learning about new tools and technologies to improve troubleshooting and efficiency.
6. You’re comfortable diving into logs and monitoring tools to pinpoint issues.
7. You’re excited to work with a team of experienced engineers who share your passion for delivering quality support.

Qualifications Required

1. 3+ years of experience in a technical support or similar customer-facing role.
2. Familiarity with Ruby on Rails (at least 2 years) and NodeJS (1 year).
3. 2+ years of experience working with cloud-based solutions (AWS, GCP, or Azure).
4. Basic knowledge of GNU/Linux, Git, grep.
5. Understanding of web fundamentals (REST, HTTP, APIs, etc.).
6. Some exposure to monitoring, alerting, and analytics tools (e.g., NewRelic, Logstash, Nagios).

Pay and benefits

Work remotely from wherever you're most productive, no commuting to an office.

20 days paid time off four weeks of total time off for you to use throughout the year.

Day off on your birthday, enjoy your birthday with friends and family.

Day off on official festivities (Mother's Day, Christmas Eve, Holy Thursday & Friday).

Permanent training access to books, learning platforms, etc.

100% payroll (IMSS + Infonavit).

2 weeks aguinaldo.

Unlimited flight discounts with Viva Aerobus (only pay TUA).

If you apply from Mexico (preferably Mérida, Monterrey, CDMX).