**Job Information**:
Department Name
- INFORMATION TECHNOLOGY
Job Type
- Full time
Industry
- Technology
Service Now Ticket
- RITM
Modality
- WFH
Work Experience
- 1-3 years
Assigned Recruiter Contact
Date Opened
- 07/21/2026
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- 22010
**About our company**
- Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.
- Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.
- Job Description
**- 1**Incident Management & User Support**
- b. Log, classify, and prioritize tickets in accordance with incident management protocols and SLAs.
- c. Troubleshoot user errors, access issues, data discrepancies, and workflow interruptions within assigned systems.
- d. Escalate unresolved issues to Level II support or specialized resolver groups as needed.
- e. Communicate status updates clearly and consistently to end-users and supervisors.
**- 2**System & Application Knowledge**
- b. Follow standard operating procedures (SOPs), escalation paths, and internal runbooks.
- c. Use diagnostic tools, error logs,



and transaction history to assist in root cause identification.
**- 3**Process Adherence & Quality**
- a. Maintain accurate and complete documentation for every incident.
- b. Support ITIL-aligned processes, including Incident Categorization, Prioritization, and Closure Review.
- c. Participate in feedback loops to enhance knowledge base (Athena Vault) content.
**- 4**Collaboration & Communication**
- a. Collaborate closely with Dispatch Coordination, QA, and Application Development teams.
- b. Participate in shift handoffs and daily huddles to maintain situational awareness.
- c. Exhibit professional and empathetic communication with both technical and non-technical users.
**- Requirements**:
- Awareness of incident management and ITIL principles, including ticket categorization, prioritization, and escalation protocols.
- Working familiarity with enterprise workflows such as user access management, payment processes, or policy/transaction tracking in core systems (e.g., Atlas, AgencyTrak, EasyInk).
- Basic understanding of service-level agreements (SLAs), root cause concepts, and change management awareness.
- English level: Intermediate-Advanced
- Proficiency with ticketing and service management platforms (e.g., Jira Service Management, ServiceNow, Zendesk, or equivalent).
- Familiarity with Windows operating systems, browser behavior, and common connectivity troubleshooting steps.
- Basic exposure to databases, error log interpretation, and authentication systems (Active Directory, SSO, MFA).
- Ability to follow technical instructions, navigate system consoles, and use diagnostic utilities in accordance with documented SOPs.
**- Benefits**:
- Competitive weekly salary
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

📌 App Support Specialist (Tijuana)
🏢 Seguros confie
📍 Tijuana