Tech Support Engineer

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Behind the user-friendly iOS and Android apps and webpage that work across the world is the engineering team. We are in charge of creating developing improving and maintaining all Fever services so that more people can have an amazing experience.

About the role

Location: Mexico

What are we looking for:

We are looking for aTechnical Support Engineerto be the first point of contact for platform incidents. Your main goal will be to diagnose issues determine if they are bugs failures or misconfigurations and escalate when necessary. You will work closely with engineering product and QA teams to ensure smooth you enjoy problem-solving proactive troubleshooting and working in a fast-paced environment this role is for you.

What would you do at Fever

On your first month in Fever:

Learn the platforms features architecture and configuration.
Shadow team members to understand incident handling and prioritization.
Take ownership of simple incidents with guidance.
Meet key teams: Engineering Product Data and Systems to understand collaboration workflows.

After 3 months in Fever:

Handle most incidents independently using logs and monitoring tools.
Determine issue causes and escalate complex cases appropriately.
Improve internal documentation and support processes.
Assist users with technical issues.

On your 6th month in Fever:

Lead incident management and post-incident reviews.
Train and mentor new Tech Support members.
Identify trends and propose preventive solutions.
Automate repetitive troubleshooting tasks.
Provide technical guidance to internal teams and customers.
Ensure proactive monitoring and improve issue resolution efficiency.

About you

Must have skills:

Experience in technical support or troubleshooting roles.
Familiarity with monitoring and logging tools (e.g. Datadog Grafana Kibana ...).
Knowledge of APIs services and client-server architecture.
Understanding of incident management triage and escalation.
Proficiency in English for clear communication.

Nice to have:

Linux/UNIX and scripting skills.
Experience with RESTful APIs and JSON.
Knowledge of AWS Docker Kubernetes.
Familiarity with ticketing tools (Jira Zendesk) and SQL/NoSQL databases.

We use these technologies so it would be a plus if you have experience in:

Django/Flask
PostgreSQL
Redis
Experience with event streaming platforms such as Kafka or RabbitMQ
Experience working on agile methodology
Event communication between services
Handling services with more than 1000 request/second.
AWS Docker and Kubernetes

Benefits & Perks

Fever 40% discount: This discount is for personal use only
Free Candlelight Event: This voucher is for single use only and valid for 2 people
Wellhub Membership: Wellhub gives employees unlimited access to a selected number of gyms studios classes training and wellness apps. It is paid by Fever up to the Silver plan
Medical insurance: Fever offers Seguro de Gastos Médicos Mayores with the company GNP free of charge as it is covered 100% by Fever. This also includes dental and vision insurance fully paid by Fever
Life Insurance (Mapfre): We offer this insurance fully paid by Fever
Savings plan (SURA): The employee contributes 5% of the fixed salary and Fever contributes with another 5%
English Lessons: Provided by Babelia 100% paid by Fever
Aguinaldo: 15 days of salary
20 days of paid vacation per year which you can access after at least six months working with Fever
Parental leave: Fever provides four (4) weeks of mandatory paid paternity leave receiving 100% of the base salary for (male) parents (both birthing and non-birthing)
You can enjoy the afternoon off on your birthday if it falls on a working day. Its our way of helping you celebrate!

Required Experience: