About the Role We are looking for a Technical Support Engineer II with experience supporting business customers and practical knowledge of operating systems, networking, and cloud infrastructure.

In this role, you will support users of LogicMonitor, an AI-powered hybrid observability platform that provides visibility and actionable insights across on-premises and cloud environments. You will investigate technical incidents, help customers use the platform effectively, and own support cases from initial contact through resolution.

This opportunity is idóneo for someone who enjoys troubleshooting complex issues, understanding how systems work, and communicating clearly with customers.

Responsibilities

- Support customers through chat, phone, and email, including escalated technical cases.
- Log, prioritize, and manage support tickets, maintaining clear documentation and consistent follow-up through resolution.
- Troubleshoot issues involving the platform and its interaction with Linux/Windows systems, networks, and on-premises or cloud infrastructure.
- Analyze logs, error messages, and monitoring data to identify potential root causes and recommend solutions.
- Guide customers on product functionality, configuration, and troubleshooting, adapting explanations to their technical knowledge.
- Coordinate escalations with the appropriate teams and keep customers informed of progress and next steps.
- Serve as a technical point of contact during product releases, maintenance windows, and service disruptions.




- Build strong relationships with customers and stakeholders at different organizational levels.
- Contribute to support metrics reporting and identify opportunities to improve team productivity, efficiency, and the customer experience.

Requirements
- 2+ years of technical support experience, including direct customer interaction and incident management.
- Understanding of technical support for B2B infrastructure software.
- Hands-on experience administering, operating, or supporting Linux/Windows systems and networks.
- Strong troubleshooting skills, including gathering evidence, diagnosing issues, identifying root causes, and validating solutions.
- Basic to intermediate scripting skills in at least one of the following: Python, PowerShell, Bash, or Groovy.
- Intermediate SQL skills for querying data, investigating issues, and supporting technical diagnosis.
- Experience with monitoring or observability tools, such as LogicMonitor, Datadog, Grafana, Splunk, or similar platforms.
- Understanding of cloud platforms and services, such as Amazon Web Services (AWS) or Microsoft Azure.
- Professional English proficiency, with the ability to communicate fluently and effectively with customers in writing and conversation.
- Ability to explain technical information clearly, manage customer expectations, and build trust.
- Strong organizational skills to manage multiple support cases and maintain ownership through resolution.
- Availability to work in a hybrid arrangement in Mexico City.

Benefits

- Income up to MXN 55,000 monthly, before tax
- Law and higher benefits

📌 Technical Support Engineer II — Infrastructure & Cloud Support (Ciudad de México)
🏢 Intugo México
📍 Ciudad de México