Job Name: Technology Solutions Specialist

Location: Mexico, Jalisco, Guadalajara

Job ID: 60943

Hybrid work, travel up to 10%

Responsibilities

- Performs end-to-end problem investigations, including structured root cause analysis (RCA), by analyzing incident data, evaluating contributing factors, and collaborating across teams to drive resolution tracking.
- Develops and delivers clear, concise, and fact-based customer-facing RCA documentation, translating technical findings into structured summaries that include impact, root cause, contributing factors, and corrective and preventive actions.
- Works closely with R&D;, SaaS Operations, and Technical Customer Support teams to collect data, validate analysis, and progress investigations.
- Ensures problem records are updated and maintained with accurate status, findings, and action tracking in accordance with defined Problem Management processes.
- Identifies recurring issues and contributes to the creation of problem records based on incident trends and known impact areas.
- Supports the definition and tracking of corrective and preventive actions to reduce recurrence of incidents.
- Escalates complex or ambiguous investigations to senior team members as needed.




- Participates in problem review discussions and contributes to knowledge sharing across the Problem Management team.
- Periodic weekend or after-hours support may be required based on business needs.

Supervision and Interaction

- Fully contributing team member working under moderate supervision.
- Operates independently within defined Problem Management frameworks and processes.
- Works with more senior Problem Management team members for guidance on complex or high-impact investigations.
- Collaborates regularly with cross-functional teams, including Technical Customer Support, R&D;, and SaaS Operations, as well as customer-facing stakeholders.

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

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📌 Helix - Technology Solutions Specialist - Mexico (Centro)
🏢 BMC Helix
📍 Centro