About Us

Engineer Up provides ServiceNow consulting and fullstack software engineering for companies that demand results. No fluff. Just hard work.

Who You Are

We are looking for a detail-oriented and customer-focused L1 Technical Support Specialist to join our support operations team. This role focuses heavily on triage, intake, and early-stage resolution of support tickets. You’ll be the first point of contact for users, responsible for logging, tagging, communicating, and resolving basic technical issues or routing them to the appropriate teams for further action.

This role requires excellent communication, customer service, and organizational skills, with the ability to analyze issues and guide users effectively at first contact.

**Applicants must be based in Mexico City and have superior English speaking skills.

Location:

• Mexico City, Mexico - Position will be 100% remote
• Expect to work Central US time zone

What You’ll Do (Responsibilities)

• Triage incoming support tickets and perform initial analysis and early resolution
• Serve as the first response to user inquiries and incidents, ensuring timely and clear communication
• Intake and tag tickets accurately based on issue type and urgency
• Support user onboarding, including triggering Hybris flags and assigning dashboard leads
• Handle common requests such as:
• Updating user profiles (e.g., name, role, email address)
• Resetting passwords and resending activation links
• Validating user login issues and checking user traces in Okta/CT
• Verifying information in submitted incident or service request tickets
• Assign and update dashboard leads to ensure proper visibility and ownership
• Grant or edit Commerce Tools access based on request validation
• Collaborate with cross-functional teams to escalate and resolve live market issues

What You Know (Qualifications)

• 1+ year in a technical support, help desk, or triage role
• Strong customer service and communication skills
• Familiarity with tools like Okta, Commerce Tools, and ticketing systems (e.g., Jira, ServiceNow)
• Ability to assess urgency, validate data, and escalate as needed
• Organized, proactive, and comfortable in a high-volume, fast-paced support environment

Preferred Qualifications:

• Experience working with user access or identity platforms
• Familiarity with SaaS onboarding and access provisioning
• Basic understanding of enterprise tech ecosystems and CRM tools

Our Perks

• Competitive salary
• Up to 4 weeks of paid vacation per calendar year
• Fully remote position
• Strong company culture

If you're detail-oriented, tech-savvy, and love helping users solve problems quickly, we’d love to hear from you.