PLEASE SEND YOUR CV IN ENGLISH LANGUAGE.
Why This Job Is Exciting
In your first month, you’ll
- Learn the supported solution, customer context, and how our L1/L2/L3 support model works
- Shadow ticket handling, environment checks, and incident troubleshooting in real production setups
- Get onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)

As you settle into the role, you’ll
- Own customer tickets end-to-end: triage, investigation, updates, and resolution within SLA
- Troubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when needed
- Coordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Managers, ...)

Within your first year, you’ll
- Resolve standard incidents independently and consistently according to the support process
- Contribute to knowledge base and ticket hygiene (clear steps, root cause notes, reproducible findings)
- Support stability: help minimize downtime through proactive checks, clean escalations, and follow-through





What You’ll Be Responsible For
- Ticket ownership:analyze incidents, request missing info, reproduce issues, propose resolution steps
- Customer communication:keep tickets up to date, communicate progress clearly via portal/email/calls
- Operational support:monitoring, coordinating patches/changes in customer environments, and supporting troubleshooting sessions
- Escalations & collaboration:involve System Engineers / Solution Managers / Engineering when needed, track progress
- On-call participation:willingness to join scheduled24/7 on-call rotations(project-dependent)

How Support Works at Innovatrics
- L1:Support team (you) — triage, investigation, customer comms, ticket ownership (career level T1-T2 - Junior)
- L2:System Engineers & Solution Managers — deeper troubleshooting, deployments, complex analysis
- L3:Engineering — product-level fixes and advanced technical resolution

On-call & availability

📌 System Engineer (Ciudad de México)
🏢 Innovatrics
📍 Ciudad de México