Job Title: Application Support SpecialistDepartment: EngineeringReports To: Manager, Tech SupportSeniority Level: Junior to Mid-levelEmployment Type: Full-timeSUMMARYESSENTIAL DUTIES AND RESPONSIBILITIES- Conduct analysis and troubleshooting to understand and replicate reported system issues.- Clearly communicate software problems to Software Development team, advocating for a quick resolution and root cause analysis so we continue to improve the customer experience.- When needed, engage, and collaborate with team members, customer service and engineering teams while identifying and resolving reported technical issues.- Work with peers and customers in incident management, problem management, and change management.- Document customer interactions in our support ticketing system and provide appropriate status updates to the reporting parties.- Participate in regular support telephone conferences and periodic maintenance upgrades.- Adhere to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction.- Develop and maintain a functional understanding of the platforms and collaborate with the team and customers to provide top-level support.- Drive incident escalation and resolution with internal and external teams to deliver the expected level of service for the business.- Provide primary support for product integrations within our proprietary platforms.QUALIFICATIONS AND REQUIREMENTS- Ability to assimilate disparate information (log files, error messages, etc.) and pursue leads to find root cause problems.- Hands on experience with Jira Service Management/ Service Desk or comparable product- Ability to work a flexible schedule based on client needs and live event schedules, including off hours, weekends, and evenings as necessary.- Knowledge of building basic SQL queries.- Working knowledge of HTML, CSS, and JavaScript code.- Conceptual understanding of software engineering and common software languages like Java.- Strong debugging, problem solving, and investigative skills.- Experience with Agile/Scrum methodology.- Highly proficient business English - both verbal and written skills with the ability to communicate effectively with technical and non-technical staff.PREFERRED SKILLS & QUALIFICATIONS- Bachelor of Computer Science or equivalent degree- Experience in programming/scripting languages.- Experience working with a cloud service provider (AWS, GCP, Azure, etc.)- Experience working remotely with a globally distributed team and with SaaS platforms is a big plus.CONSIDERATIONS- This is a 100% remote position for residents from any state in Mexico.- Full time position with 100% payroll scheme + additional benefits- Friendly, small company environment with progressive culture.