At Aivo from Engageware, we are looking for a technical support professional with solid experience in high-demand environments and the ability to manage a high volume of tickets (approximately 1,600 cases per year) while maintaining high standards of quality and customer satisfaction. The idóneo candidate combines technical depth, analytical thinking, and interpersonal skills to resolve complex problems with sound, independent judgment, intelligently prioritize workload, and contribute to the team's continuous improvement. This role will be focused on one of our largest clients.

? This role is open in Mexico (Contractors)

Key Responsibilities:

Ticket Management & Incident Resolution
- Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs.
- Autonomously prioritize the work queue based on impact, urgency, and technical judgment, continuously adjusting to business context.
- Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation.
- Document each case clearly:



diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence).
- Concurrently manage multiple tickets at different resolution stages without loss of quality.

Prioritization Criteria & Decision-Making
- Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type.
- Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level.
- Decide in a timely manner when to escalate a case, to whom, and what key information must accompany the escalation.
- Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead.

Performance in High-Stakes, Incident-Driven Environments
- Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates.
- Handle clien

📌 Senior Support Specialist (México)
🏢 Engageware
📍 México