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Tech Support Engineer

https://feverup.com/fe Logo

Fever

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Location:
Mexico

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Technical Support Engineer to 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 operations.If you enjoy problem-solving, proactive troubleshooting, and working in a fast-paced environment, this role is for you.

Job Responsibility:

  • Be the first point of contact for platform incidents
  • Diagnose issues, determine if they are bugs, failures, or misconfigurations, and escalate when necessary
  • Work closely with engineering, product, and QA teams to ensure smooth operations
  • Learn the platform’s 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
  • 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
  • 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

Requirements:

  • 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
  • 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
What we offer:
  • 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. It’s our way of helping you celebrate!

Additional Information:

Job Posted:
February 19, 2026

Employment Type:
Fulltime
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