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Tech Support Engineer

https://feverup.com/fe Logo

Fever

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Location:
Mexico , Mexico City

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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 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 pre-classified as bugs. Your main mission will be to conduct deep-dive root cause analysis, determine the definitive solution, and manage 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:

  • Highly skilled Tech Support Engineer with a strong focus on advanced troubleshooting
  • Enjoys tackling complex technical problems and digging into intricate details
  • Is proactive in seeking solutions and developing effective workarounds
  • Possesses excellent technical documentation and communication skills
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:
March 04, 2026

Employment Type:
Fulltime
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