On-Duty Customer IT Support Specialist
New
P
Plata CardIT Support
Mexico, UTC-6 to UTC-3Full-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- B1 or higher English
- Experience
- 2+ years of experience in handling significant incidents in a 24/7 high-load environment; 3+ years in customer-facing roles
- Required Skills
- AWSDockerPostgreSQLKubernetesMicroservicesTechnical supportCustomer support
Requirements
- 2+ years of experience in handling significant incidents in a 24/7 high-load environment.
- 3+ years in customer-facing roles in support, product, or service delivery.
- Ability to coordinate multiple teams simultaneously.
- Understanding of how large-scale IT systems work and interact.
- High sense of responsibility and strong self-organization skills.
- Availability to work an 8-hour shift within the 08:00–20:00 window across LATAM time zones (UTC−6 to UTC−3).
- Availability to work a rotating shift pattern (Day/Night/Rest/Off) approximately 30% of the time.
- B1 or higher English level for effective communication with an international team.
Responsibilities
- Coordinate incident response from detection to resolution.
- Classify, prioritize, and escalate critical incidents to technical teams.
- Coordinate actions across multiple teams to ensure fast resolution.
- Monitor the health of critical company services and infrastructure.
- Update internal stakeholders on incident status and resolution progress.
- Organize post-incident recovery actions and customer communication.
- Prepare post-incident reviews to identify root causes and improve future responses.
View Full Description & ApplyYou'll be redirected to the employer's site
