Job summary:

As a member of our global engineering department, you will be responsible for providing technical support and engineering services while working in collaboration with customers, partners and colleagues from our other general offices including Sydney, Ho Chi Minh City, Cincinnati, Bucharest, Chennai, Mumbai, Verona and Mexico City.

Skills and experience required:

- Must be educated to degree level in Computer Science, Software Engineering, or other related engineering degrees
- Experienced with coding and data bases technologies is an advantage
- Good debugging and analysis skills
- Knowledge of Microsoft suite and customer ticketing systems such as Jira, Monday.com and TFS required
- Must be fluent in English
- Must be eligible to live and work in the country of application

Core responsibilities:

- Providing continuous monitoring of customer support channels (email, online ticketing system, etc.)
- Proactively identifying cause and proposed fix to improve response times for initial triage and consultancy
- Creating a standardized process for logging incidents, capturing all relevant details




- Performing root cause analysis for all critical / high incidents to prevent recurrence
- Maintaining open lines of communication with customers, providing timely updates based on priority on the status of the issues
- Maintaining two-way feedback mechanism for customers to discuss and provide feedback and suggest improvements
- Tracking and analysing performance metrics, including response times, resolution times, and incident recurrence rates
- Providing monthly, quarterly, and yearly Incident reports including business criticality, response time and resolution time to the customer
- This role may entail shift work.

About KAL:

KAL is a fast-growing, privately held fintech company, which is leading the market for ATM software solutions. With clients in over 90 countries, our multinational workforce is the key to our success. This team allows us to understand local customer needs as well as the global challenges our suite of ATM software products needs to address to enable us to deliver best in market products to the world’s leading banks.

To apply, please send your CV to [email protected]

📌 Software Support Engineer (Ciudad de México)
🏢 KAL
📍 Ciudad de México