Support Engineer - Veterinary HealthTech (Mexico)
Mexico City, MexicoAll locationsMexico City, MexicoMexico City Remote
Salary not listedJobFig found this opening at its original source and checks that it remains available.
About the role
The Support Engineer is an independent contractor who sits within the Platform organization and serves as a dedicated technical resource for the Customer Experience (CX) team. This role owns the resolution of technical tickets opened by CX, including customer onboarding and decommissioning workflows, data migrations, and a broad range of infrastructure and platform-level requests. The Support Engineer is not embedded in CX but works in close partnership with them, translating operational needs into reliable technical execution. This is an excellent opportunity for a technically skilled individual who enjoys working at the intersection of platform engineering and customer operations, and who can operate with a high degree of autonomy. The Support Engineer will gain deep exposure to the company's infrastructure and product ecosystem while directly impacting customer satisfaction and time-to-resolution.
What you'll bring
- Hands-on ability to verify environment changes and execute smoke tests
- practical familiarity with core services (e.g., RDS, S3, EC2, ECS) to independently validate that workflows have completed successfully.
- Proficient in creating, reviewing, merging, and verifying pull requests within GitHub as an integral part of standard customer onboarding and offboarding workflows.
- Exceptional written and verbal English communication skills
- capable of leading customer calls with confidence, translating complex technical concepts into plain language for non-technical stakeholders, and drafting high-quality documentation.
- Solid foundational understanding of data privacy best practices, the principle of least-privilege access, and secure data handling protocols.
- Hands-on experience navigating support and helpdesk platforms such as Jira, Intercom, Front, or equivalent ticketing systems.
- Familiarity with Infrastructure as Code (IaC) principles to review, update, or provision infrastructure configurations.
- Basic understanding of container orchestration, pod management, and inspecting workloads within Kubernetes clusters.
- Experience using Helm charts to deploy, upgrade, and manage Kubernetes applications and services.