Responsibilities: Provide first-level technical support to end users via the Jira Service Desk, engaging end users through Teams chats and calls while ensuring timely issue resolution in accordance with SLAs
- Conduct system checks and respond to service requests in a professional and efficient manner
- Analyze and investigate technical issues, documenting findings and solutions clearly and concisely
- Create and maintain user training knowledge base articles to empower users and reduce ticket volume
- Collaborate with developers for escalated issues, ensuring clear communication and efficient resolution
- Use SQL to write sophisticated queries to retrieve data from databases for troubleshooting and reporting purposes
- Monitor and analyze system logs to identify and resolve issues proactively
- Utilize tools such as MySQL Workbench, Jira Service Desk, and Confluence for ticket management and documentation
- Requirements:



Proficient in spoken and written English to communicate effectively with users and team members
- Strong understanding of SQL, including data types, insert/delete/update operators, and the ability to write complex queries and stored procedures
- Knowledge of database management systems beyond MySQL
- Familiarity with Apache Airflow for scheduling and monitoring batch-oriented workflows
- Basic knowledge of PHP for troubleshooting and communication with the development team
- Experience with Azure cloud services and related technologies
- Ability to read and analyze system logs to troubleshoot issues
- Familiarity with Jira Service Desk and Confluence for ticket management and documentation
- Excellent problem-solving skills and analytical thinking
- Strong attention to detail and the ability to manage multiple tasks effectively

📌 Technical Support (Monterrey)
🏢 DataArt
📍 Monterrey