Senior Support Specialist

At Aivo from Engageware, we are looking for a technical support professional with solid experience in high-demand environments and the ability to manage a high volume of tickets (approximately 1,600 cases per year) while maintaining high standards of quality and customer satisfaction. The ideal candidate combines technical depth, analytical thinking, and interpersonal skills to resolve complex problems with sound, independent judgment, intelligently prioritize workload, and contribute to the team's continuous improvement. This role will be focused on one of our largest clients.

🌎 This role is open in Mexico (Contractors)

Key Responsibilities:

Ticket Management & Incident Resolution

• Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs.
• Autonomously prioritize the work queue based on impact, urgency, and technical judgment, continuously adjusting to business context.
• Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation.
• Document each case clearly: diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence).
• Concurrently manage multiple tickets at different resolution stages without loss of quality.

Prioritization Criteria & Decision-Making

• Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type.
• Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level.
• Decide in a timely manner when to escalate a case, to whom, and what key information must accompany the escalation.
• Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead.

Performance in High-Stakes, Incident-Driven Environments

• Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates.
• Handle client communication in high-tension situations with professionalism, empathy, and a solution-oriented mindset.
• Meet SLA commitments even under high-load scenarios, proactively communicating any deviations.

Collaboration & Continuous Improvement

• Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage.
• Actively contribute to the internal knowledge base (Confluence).
• Participate in process review sessions and propose improvements to support workflows and tooling.
• Share best practices and raise the technical bar of the team.

Requirements:

Experience & Education

• 3 to 4+ years of experience in Technical Support, Help Desk, or technical Customer Success roles (Tier 2 / Tier 3).
• Proven track record in high-volume ticket environments (minimum 1,000 cases/year).
• University or technical degree in Systems, Computer Science, Telecommunications, or a related field (or equivalent experience).

Technical Skills

• Proficiency with ticketing tools: Zendesk, Jira Service Management, or similar.
• Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (Datadog).
• Familiarity with relational databases (basic SQL for diagnostic queries).
• Experience with SaaS platforms and enterprise software architectures.

Soft Skills & Differentiators (highly important)

• Ability to make decisions under pressure with incomplete information.
• Logical and structured thinking for diagnosing and resolving complex problems.
• Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable).
• Autonomy and proactivity: the ability to manage one's own workload without constant supervision.
• Customer focus with an emphasis on definitive resolution, not quick patches.
• Resilience and composure in high-stakes, incident-driven scenarios, including demand peaks and critical outages.

Role Expectations

• The role may require on-call rotations or extended coverage during critical incidents.
• Availability is expected for urgent escalations outside regular hours in emergency situations (P1).
• The selected candidate will receive onboarding on internal platforms, monitoring tools, and Engageware's incident management processes.
• Growth opportunities into Integrations, Engineering, Operations, or Team Lead roles.