**General Description**:
The Support Engineer is tasked with supporting day-to-day operations of the automation CoE for Nissan Americas. The role will primarily support automations to ensure stability of deployed projects.
**Key Responsibilities**:
1. Technical Support.
- Monitors incoming support tickets raised from business users or raised as a result from automation defects.
- Troubleshoot issues related to automation tools, processes, and infrastructure.
- Respond to support tickets, inquiries, and service requests in a timely and professional manner.
- Diagnose and resolve technical issues through analysis, troubleshooting and collaboration with business analyst, process owners, and key stakeholders.
- Determines root cause of incidents (configuration vs. defect).
- Collaborate with business analysts, developers, and other stakeholders to understand requirements and address technical challenges.
2. Monitoring and Maintenance.
- Generate and analyze support and performance metrics to ensure smooth operation and identify potential issues.
- Conduct regular audits and reviews of RPA workflows to identify areas of optimization and improvement.
- Implement changes and updates to RPA solutions as needed to enhance efficiency, reliability, and scalability.
- Monitors process monitoring dashboards regarding logs, run-time resources, license optimization, etc.
- Responds to anomalies in automation performance by triaging anomalies, identifying suspected root cause, and dispatching to pertinent support party(s).
- Performs small code changes or fixes to resolve issues.
3. Incident and change management.
- Document incident details, resolutions and lessons learned for future reference through the authorized platform.




- Forwards higher complexity issues to relevant teams.
- Assists with production requests, like asset changes, credentials, schedule changes, etc.
- Assess change requests and assess their impact on existing RPA solutions, infrastructure, and business processes, driving recommendations to the Support Lead and IS COE Lead.
4. Continuous Improvement.
- Stay informed about emerging trends, best practices, and advancements in automation technologies.
- Proactively identify opportunities for process improvement, automation, and innovation for Nissan Americas CoE.
5. Compliance and Security.
- Ensure compliance with regulatory requirements, standards and policies governing automation implementation and data privacy.
6. Documentation.
- Develop and Maintain documentation for RPA standards, best practices and troubleshooting procedures.
- Create knowledge base articles and training materials for RPA users and support employees.
- Ensure that documentation and Key Performance indicators are up to date and accessible to relevant stakeholders.
**Education/Certifications**:
- Bachelor's degree in computer science, Computer Engineering, Mathematics, or related field.
- UiPath Automation Developer Associate Certification - Desirable.
**Previous Work Experience**
- 2-4 years of experience with software development and/or RPA technologies.




- Experience with RPA Platforms like UiPath.
**Other Knowledge, Skills and Abilities**
Language: Spanish & English intermediate, Portuguese Desirable.
Must have:
- Ability to analyze complex problems, identify root causes, and implement effective solutions.
- Written and verbal communication skills to interact with stakeholders, gather requirements and provide technical support.
- Experience with agile development and software development life cycle (SDLC) processes.
Nice to have:
- Working knowledge of BI tools such as Power BI or Tableau.
- Expertise with the UiPath Automation Cloud suite.
- Experience with cross-regional teams.
Competencies:
- Attention to detail, collaboration, teamwork, focus on results, customer orientation, negotiation and conflict management, effective communication, problem solving, planning and organization, work under pressure, adaptability, and flexibility.
**Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual, ) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.**
**Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.**
Mexico City Mexico

📌 Support Engineer (Tláhuac)
🏢 Nissan
📍 Tláhuac