Software Support Engineer

Description

Job Summary: We are seeking a Software Support Engineer with experience in resolving complex issues and delivering customer service, serving as a bridge between end users and development. Key Highlights: 1. Resolution of complex incidents and advanced technical support 2. Support for web platforms, mobile applications, and integrations 3. Close collaboration with engineering and development teams **Software Support Engineer** **About the Role** Do you have experience solving problems at the intersection of software and physical devices? We are looking for a Systems Technical Support Engineer focused on customer service and resolution of complex incidents. In this role, you will serve as the critical bridge between our users and the development engineering team. You will not only diagnose physical connectivity issues but also analyze the behavior of our web platforms, mobile applications, and integrations to determine whether a reported issue stems from misconfiguration, a software bug, or a required update. **Key Responsibilities** * Software and Platform Support: Provide timely technical guidance on the usage, configuration, and diagnostics of the company’s web systems and mobile applications. * Advanced Incident Classification: Actively listen to users and analyze systems to precisely identify the root cause of an issue: Is it a customer knowledge gap, a requested enhancement, a hardware/firmware failure, or a direct software bug? * Engineering Team Support: Document technical error reports in a structured and detailed manner for submission to the development/engineering team, facilitating patch creation and improvements. * Remote and On-site Support: Provide telephone-based or on-site assistance for device installation and diagnostics, ensuring proper communication with the digital ecosystem. **Profile Requirements (Mandatory Technical Competencies)** * Education: Degree in Systems Engineering, Mechatronics, Computer Science, Electronics, or a related technical/professional field with a strong software focus. * Experience: Minimum 2 verifiable years in software technical support (Help Desk Level 2 or 3), systems support, or maintenance of hybrid technology solutions. * Essential Technical Knowledge: * Solid understanding of the interaction and integration among Hardware, Firmware, and Software. * Clear knowledge of APIs and ability to read/comprehend data structures in JSON format. * Understanding of database functionality and architecture. * Experience diagnosing failures in Web Systems and Mobile Environments (iOS / Android). * Knowledge of network infrastructure and connectivity (RS-485, Wi-Fi, and Ethernet). * Ability to identify basic electrical and electronic components. **Communication and Interpersonal Skills** * Active listening and empathy: Outstanding ability to translate complex technical problems into simple instructions for users with highly diverse profiles and from various regions across the country. * Excellent verbal communication, assertiveness, and clear writing skills for drafting engineering reports. **Soft Skills** * Strong analytical and diagnostic capabilities under pressure. * Organization, discipline, excellent memory, and professional ethics. * Technical curiosity and high capacity for continuous learning/self-training. **We Offer** **Monthly Salary:** $15,000.00 to $20,000.00 MXN (based on qualifications and experience). Compensation structure: Base salary + additional bonus. Working hours: Monday to Friday, 8:00 a.m. to 5:30 p.m. (Primarily office-based work / stable schedule). **Work Location:** Technology Park, Zapopan, Jal. * Statutory benefits. * Training program covering the company’s exclusive portfolio of solutions. Salary: $15,000.00 – $20,000.00 per month Benefits: * Life insurance * Cafeteria service * Grocery vouchers Application Question(s): * How many years of experience do you have providing technical support involving both software (web platforms/apps)? * What is your proficiency level in reading/comprehending JSON structures and using APIs? * The work location is Technology Park (Zapopan), with working hours Monday to Friday, 8:00 a.m. to 5:30 p.m. Do you have any concerns regarding commuting or the schedule? Workplace: On-site employment