The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Our customers are the best of the best and include six out of the ten largest general banks, the world’s largest hotel chain, the largest healthcare, and the largest telecommunications company in the U.S, Mexico and Latin America.

Responsibilities

Premium Customer Engagement

• Act as a designated technical expert for a portfolio of Premium customers.
• Proactively engage in technical health checks, case reviews, and solution consultations.
• Participate in on-call rotations or availability windows for high-priority customers during escalations or incidents.

Diagnose & Troubleshoot

• Analyze and resolve complex issues in web and mobile applications, covering both frontend and backend layers.
• Use advanced web analysis tools (e.g., Chrome DevTools, Fiddler,



Postman, Wireshark) to dissect HTTP/HTTPS traffic, browser behaviors, APIs, and session replay logs.
• Lead root cause investigations (RCAs) and partner with R&D; to fix software defects or performance regressions.

Documentation & Knowledge Sharing

• Maintain detailed internal documentation and contribute to the Support Knowledge Base with deep-dive articles and troubleshooting guides.
• Mentor junior support engineers and help raise the overall technical skill level of the team.

Collaboration & Escalation

• Serve as the interface to R&D; and DevOps for complex issues requiring product-level fixes.
• Own escalations and ensure resolution is achieved with full technical and customer context.

Continuous Improvement

• Stay ahead of product releases, security updates, and industry best practices across web, mobile, and cloud platforms.
• Suggest product or support process enhancements ba

📌 Technical Support Engineer (Ciudad de México)
🏢 Fair Play Consulting Mexico
📍 Ciudad de México