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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:
Employment contract

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Salary:

Not provided
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Job Description:

We are seeking a highly skilled Tech Support Engineer with a strong focus on advanced troubleshooting to join our team. In this key operational role, you will primarily receive and own incidents mostly pre-classified as bugs, conducting deep root cause analysis, determining the definitive solution, and managing the incident lifecycle until resolution.

Job Responsibility:

  • Advanced Troubleshooting and Diagnostics: Take ownership of escalated bugs and platform failures, performing thorough investigation, data gathering, and log analysis to pinpoint the root cause of complex system issues
  • Engineering Escalation Management: Prepare high-quality, detailed bug reports for the Engineering team. This includes documenting all troubleshooting steps taken, concrete data findings, and the resulting impact, ensuring a smooth and efficient handover for bug fixing
  • Resolution and Closure: Resolve issues directly whenever possible (e.g., data correction, implementing workarounds, configuration fixes)
  • Internal Collaboration: Work closely with Engineering, Product, and QA teams to validate solutions, test fixes, and contribute to the continuous improvement of the platform's stability and support documentation

Requirements:

  • Experience in advanced technical support/troubleshooting roles
  • Excellent problem-solving skills
  • Proficiency in English for clear communication (written and verbal)
  • Experience collaborating in a cross-functional team
  • Understanding of incident management, triage, and escalation
  • Familiarity with ticketing tools (e.g., Jira, Zendesk)
  • Familiarity with monitoring and logging tools (e.g., Datadog, Splunk, Grafana, Kibana)
  • Strong understanding and experience with PostgreSQL/MySQL or other relational database systems (writing complex queries and stored procedures)
  • Knowledge of APIs, services, and client-server architecture
  • Experience with RESTful APIs and JSON
  • Understanding of the Unix/Linux environment

Nice to have:

  • BSc degree in Information Technology, Computer Science, or a relevant field
  • Experience writing code in either JavaScript, Java, Python, Go, or Elixir
  • Some exposure/knowledge of Elixir is a significant bonus
  • Basic GraphQL knowledge is desirable
  • Knowledge of AWS, Docker, and Kubernetes
  • Familiarity with mobile products (Android and iOS) and design life cycles
  • An active GitHub account/open source contributions
What we offer:
  • Aguinaldo: 15 days of salary
  • 20 days of paid vacation per year
  • 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 another 5%
  • 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)
  • English Lessons: Provided by Babelia, 100% paid by Fever
  • Fever 40% discount: This discount is for personal use only
  • Free Candlelight Event: This voucher is for single use only and is 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

Additional Information:

Job Posted:
April 12, 2026

Employment Type:
Fulltime
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