Responsibilities

- Triage and prioritize technical issues, incidents, and defects based on severity, business impact, urgency, and risk.
- Analyze logs, dashboards, system behavior, and error messages to identify patterns, troubleshoot issues, and determine likely root causes.
- Reproduce reported issues and create detailed, actionable bug reports to support efficient resolution by engineering teams.
- Coordinate with cross-functional stakeholders including engineering, QA, support, and operations to ensure timely investigation and escalation of issues.
- Monitor incident queues and case workflows to maintain accurate tracking, status updates, and documentation throughout the issue lifecycle.
- Use tools such as Jira, ServiceNow, and similar platforms to manage issue tracking, case handling, and escalation processes.
- Support incident management activities including prioritization, escalation management, SLA adherence, and service impact assessments.

Qualifications

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
- 3–7 years of experience in technical support engineering, incident management, software engineering, QA, or triage-related roles
- Proven ability to triage, troubleshoot,



and prioritize technical issues based on severity, impact, urgency, and business risk
- Strong understanding of SDLC, incident management, and defect lifecycle processes
- Experience using Jira, ServiceNow, or similar tools for issue tracking and case management
- Ability to analyze logs, system behavior, dashboards, and error messages to identify likely root causes
- Familiarity with APIs, web applications, backend systems, databases, and integrations
- Experience with monitoring and observability tools such as Splunk, Datadog, Grafana, Kibana, or New Relic
- Ability to reproduce issues and create detailed, actionable bug reports for engineering teams
- Strong knowledge of incident prioritization, escalation management, SLAs, and service impact assessment
- Strong analytical, critical-thinking, and problem-solving skills
- Excellent written and verbal communication skills across technical and business stakeholders
- Highly organized and detail-oriented with strong documentation and case tracking skills
- Familiarity with change management, release processes, and governance controls in production environments
- Experience with SQL, scripting, or cloud platforms is a plus

📌 Triage Engineer (México)
🏢 Concentrix
📍 México