Requirements
Must to have experience:
1-2 years of experience in Production Support, Application Support, Technical Support, NOC, or related roles.
Intermediate knowledge of Linux/Unix environments, including command-line troubleshooting and log analysis.
Experience executing SQL queries for data validation, troubleshooting, and investigation of incidents.
Working knowledge of ITIL processes, especially Incident Management, Service Request Management, and Problem Management.
Experience using ServiceNow or similar IT Service Management (ITSM) tools for incident tracking and resolution.
Experience monitoring applications, batch jobs, interfaces, and system health dashboards.
Ability to analyze issues, identify root causes, and escalate appropriately following established procedures.
Strong analytical, troubleshooting, and communication skills.
Ability to work in a fast-paced, 24x7 production support environment.
Availability to work in rotating shifts, weekends, holidays,



and on-call schedules when required.

Responsibilities
Respond to production alerts, incidents, and service requests within established SLAs.
Perform initial triage, investigation, and resolution of Level 1 support incidents.
Analyze application logs, Linux server logs, monitoring tools, and SQL data to identify issues.
Ensure compliance with ITIL best practices and organizational support processes.

Required Languages
English Advanced 80-95% . We are looking for candidates with advanced English (able to maintain business-level conversations).

Possible Job location(s)
Aguascalientes, Aguascalientes, Mexico
Monterrey, Reciente León, Mexico
Hybrid work model based on business requirements.

Work Shifts:
Morning shift: 8am-5pm CST
Evening shift: 3pm-11pm CST
Weekend on call.

📌 App Support Enginner (Monterrey)
🏢 SOFTTEK
📍 Monterrey