We are looking for a
On-Duty Customer IT Support Specialist
to join our
Customer IT Support
team.
The
Customer IT Support
team is responsible for managing technical issues of the company's clients, resolving issues related to the company's products, and ensuring users have a clear understanding of how to use them.
Challenges that await you:
Coordinate our incident response from detection to resolution by operating quickly.
Respond instantly and effectively to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution
Monitor the health of critical company services and infrastructure
Keep internal stakeholders updated on the incident status and resolution progress
Organize post-incident recovery actions and customer communication
Prepare post-incident reviews to identify root causes and improve future responses
What makes you a great fit:
Must have
2+ years of experience in handling significant incidents in a 24/7 high-load environment.
3+ years in customer-facing roles in support, product, or service delivery.
Ability to coordinate multiple teams simultaneously.
Understanding of how large-scale IT systems work and interact.
High sense of responsibility and strong self-organization skills
Availability to work an
8-hour shift within the 08:*****:00 window across LATAM time zones (UTC−6 to UTC−3)
. The exact working hours may vary depending on business and team coverage needs.




B1 or higher English level for effective communication with an international team
Work schedule:
Approximately
70% of the time
, the standard
5/2 work schedule.
For approximately
30% of the time
, when another team member is on annual leave, the schedule changes to the following
4-day rotating shift pattern
:
Day 1
– Day shift from
08:00 to 20:00
Day 2
– Night shift from
20:00 to 08:00
Day 3
– Rest day (recovery after the night shift)
Day 4
– Day off
Your Bonus Skills:
Experience in Public Cloud, Microservices, and monitoring systems.
Support or another technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, Kafka (support or other technical experience with any of them).
Experience working with ITSM systems and/ or with incidents.io , Rootly, FireHydrant, or similar Incident Management Systems
Experience building a monitoring function, including alert setup and dashboard creation
Our ways of working:
Innovative Spirit:
A commitment to creativity and groundbreaking solutions
Honest Feedback:
valuing open, transparent communication
Supportive Team:
a strong, collaborative community
Celebrating Achievements:
recognizing our wins together
High-Tech Environment:
a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
Our benefits:
Versátil work
from one of our offices or remote
Healthcare
Coverage
Education Budget:
Language lessons, professional training and certifications
Wellness Budget:
Mental health and fitness activity reimbursements
Vacation policy:
20 days of annual leave and paid sick leave

📌 On-Duty Customer It Support Specialist - Middle+ (México)
🏢 Plata Card
📍 México