**Job Title: Technical Support
- Tier 1+2 (B2B focussed)**
**Experience**:2+ Years **Location**:Mexico/LATAM
**Engagement Type**: Full-Time/contractual, Fully Remote
The role offered via TFT is for a client who’s a integral leader in the online comparison market. The goal is to simplify decision-making and connect customers with valuable brands. Their cutting-edge technology stack includes AWS, Docker, Kubernetes, and BigData, with tools like Snowflake, Athena, and Aurora DB services, alongside TypeScript and MongoDB.
We are seeking a highly motivated Technical Support to join this expanding Technical Support team within the R&D; department. This role demands exceptional communication skills for high-level professional interactions with the B2B customers. Your expertise will be instrumental in maintaining the Service Level Agreements (SLAs) and ensuring robust customer satisfaction.
**Responsibilities**:
- End-to-End Ownership: Efficiently manage and resolve Technical Support tickets by investigating and identifying root causes. Then, escalate to the appropriate team
- Incident Management: Handle production incidents, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D; teams while ensuring customers receive timely updates and maintain ownership until resolution and communicate progress to relevant stakeholders
- Monitoring and Reporting: Act as the R&D; and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders
- On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations
**Requirements**:
- A minimum of 2 years of experience in Tier 1-2 technical support roles,



with a strong focus on B2B and SaaS (Software as a Service) support
- Must
- Experience with ETL and BI tools such as Tableau. Must
- Knowledge of SQL scripting (Snowflake, MySQL, Athena)
- one of the Must-know well
- Knowledge of MongoDB
- Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs
- Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc. Advantage.
- Basic knowledge of troubleshooting performance issues in a distributed microservices environment
- Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch - Advantage
- Familiarity with tools like Google AdWords/Analytics is advantageous
- Advantage
**Soft Skills**
- Excellent verbal and written communication skills in English - Must
- Strong problem-solving ability with a customer-first mindset
- Ability to manage multiple priorities in a fast-paced environment
- Patience and empathy when dealing with complex customer issues
- Demonstrated ability to operate in high-pressure, multitasking environments independently
- Passion for supporting and helping others
Pay: $22,000.00 - $40,000.00 per month
Application Question(s):
- How many years of experience do you have as a Tier 1-2 Technical Support (B2B/SaaS)?
- Are you familiar with ETL or BI tools such as Tableau?
- Do you have experience with SQL scripting (Snowflake, MySQL, Athena)?
- Have you worked with monitoring tools (e.g., Datadog, Grafana, Kibana, CloudWatch)?
- What is your current monthly gross salary (in MXN)?
- What is your expected monthly gross salary (in MXN)?
- What is your location?
**Language**:
- English (required)
Application Deadline: 17/04/2025

📌 Technical Support Engineer+t2) (Jalisco)
🏢 Think Future Technologies
📍 Jalisco