Mexico, Remote

Support Engineer, Mexico

The Opportunity

As a Support Engineer, you will help us achieve our goals providing an outstanding technical support service. You will have a strong balance of both technical and customer support skills and be responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. You will act as the single point of contact for our customers, engineers and QA to achieve positive and creative outcomes to their support requests.

This role will be based remotely in Mexico on a fixed term basis. This role requires a high degree of proficiency in both Spanish and English. Please submit your application in English, and make your proficiency in both languages clear in your application.

Day to Day

  • Support our customers’ deployments after installation
  • Handle calls and emails from customers during office hours, ensuring prompt acknowledgment of issues, and providing regular updates
  • Provide out-of-hours support for critical service issues as part of our on-call engineer rota
  • Assist with the technical diagnosis of issues and resolving of problems
  • Ensure issues are tracked appropriately in our ticket management system
  • Work with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion
  • Maintain suitable deployment-specific support documentation
  • Deliver quality by planning and being organised
  • Be responsive in a crisis or when immediate action is required
Apply now
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About you

Must haves:

  • Written and verbal fluency in Spanish, and English
  • Good degree from a top tier university in a scientific or numerate discipline, e.g., Computer
    Science, Physics, Mathematics, Engineering, or relevant experience
  • Extensive experience with Linux, shell scripts and command line tools (awk/sed/grep/vim)
  • Familiarity with cloud environments such as AWS or Azure
  • In-depth familiarity with computers and technology
  • Experience with one or more programming languages (Java and python preferred)
  • Ability to handle multiple concurrent projects and prioritise appropriately

Great to haves:

  • Experience with SQL/NoSQL databases
  • Performance testing and understanding of networking concepts
  • Proven ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical software architects to non-technical business owners
  • Experience of supporting Kubernetes
  • Strong understanding and experience of SaaS and providing support for SaaS customers

Equal Opportunities

Here at Featurespace we are committed to being a place of equality, inclusion and respect to provide a safe environment for you to bring your authentic self to work. We know that we gain as much strength from our differences as we do our similarities. We value diversity and are dedicated to listening and learning from each other to build and maintain a positive and productive culture. We appreciate this will be an ever-evolving focus for the business to ensure everyone feels supported and has a sense of belonging.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

Please note:

Applicants must be currently authorized to work in Mexico

No sponsorship is available for this position

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 3rd Floor, Broers Building, Hauser Forum, 21 JJ Thomson Avenue, Cambridge CB3 0FA

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.