The L2 Support Engineer diagnoses and helps users resolve technical issues, and provides product-level clarification wherever required, in a timely manner via the incident management tool. The role makes recommendations in areas that require a high level of technical competency and works in close coordination with Level 3 technical team members to ensure unresolved issues are escalated and fixed.

Key Responsibilities
Incident Ownership & Resolution
• Take ownership of assigned incidents and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow the SLA for each issue in line with its severity.
• Ensure proper recording and closure of all issues in the incident management tool. Customer Communication
• Provide prompt and accurate feedback to customers on their tickets.
• Provide product-level clarification to users wherever required. Escalation & Coordination
• Follow standard procedures for proper escalation of unresolved issues to the Level 3 teams.
• Coordinate with Level 3 technical team members on issues that require a high level of technical competency.




• Support major incidents whenever required. Knowledge Management
• Document knowledge in the form of knowledge base tech notes and articles. Required Work

Experience:
• 2 to 3 years of work experience in a product support environment as a Level 2 Support Engineer.
• Hands-on experience in ticket management using the incident management process. Technical

Skills:
• MySQL — mandatory.
• .
NET Core knowledge — not mandatory, but advantageous. Functional

Skills:
• Good understanding of the incident management process, including severity-based prioritization and SLA adherence.
• Knowledge of ERP systems — exposure to S&D; (Sales & Distribution) in SCM is an advantage. Interpersonal

Skills:
• Adaptable to support when required for major incidents.
• Critical and logical thinker.
• Strong problem-solving skills.
• Excellent client-facing skills.
• Should be fluent in English and Spanish. Location for the role:
• Mexico City. Send you updated in English resume to [email protected]

📌 Support Engineer (Ciudad de México)
🏢 Ivy Mobility
📍 Ciudad de México