Description 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 scheduled
24/7 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 This role includ

📌 System Engineer (Aguascalientes)
🏢 Innovatrics
📍 Aguascalientes