Technical Support Analyst (Weekend Coverage)

Description

Summary: This role involves monitoring systems, triaging incidents, documenting issues, escalating to engineering, and providing client updates, all within a culture that values innovation, learning, and social awareness. Highlights: 1. Opportunity to work with a team that values innovation and continuous learning 2. Engage in a culture that promotes work-life balance and individual well-being 3. Be part of a community of highly driven, responsible, and respectful people We love technology, and we enjoy what we do. We are always looking for innovation. We have social awareness and try to improve it daily. We make things happen. You can trust us. Our Enrouters are always up for a challenge. We ask questions, and we love to learn. We pride ourselves on having great benefits and compensations, a fantastic work environment, flexible schedules, and policies that positively impact the balance of work and life outside of it. We care about who you are in the office and as an individual. We get involved, we like to know our people, we want every Enrouter to become part of a great community of highly driven, responsible, respectful, and above all, happy people. We want you to enjoy working with us. **This is a 3\-month contract (with possible extension) and requires weekend coverage only, across two different shifts: Saturday–Sunday from 10:00 PM to 05:00 AM, and Sunday from 05:00 AM to 12:00 PM (Central Time).** **Requirements** * 1–3\+ years of experience in technical support, incident management, or similar roles * Javascript Basic * Strong analytical skills and ability to assess and categorize issues effectively * Experience with ticketing systems (e.g., JIRA) * Excellent written communication skills (client\-facing) * Attention to detail and strong sense of ownership * English proficiency: B2–C1 (required) * (Nice to have) \*Adtech, AWS, Data bricks, Snowflake **Responsibilities** Monitor internal communication channels and systems to identify anomalies, incidents, or irregular behaviors * Triage incidents and determine whether issues are related to bugs, configuration, or expected behavior * Create, update, and track tickets using JIRA, ensuring all relevant details are properly documented * Escalate issues to the engineering team in a timely and accurate manner, following established protocols * Provide clear and consistent updates to clients regarding issue status and next steps * Ensure proper documentation of incidents, actions taken, and follow\-ups * Collaborate with cross\-functional teams to maintain visibility and continuity during incidents * Support basic troubleshooting and data validation when needed **Benefits** * Monetary compensation * Year\-end Bonus * IMSS, AFORE, INFONAVIT * Major Medical Expenses Insurance * Minor Medical Expenses Insurance * Life Insurance * Funeral Expenses Insurance * Preferential rates for car insurance * TDU Membership * Holidays and Vacations * Life Happens days * Bereavement days * Civil Marriage days * Maternity \& Paternity leave * English and Spanish classes * Performance Management Framework * Certifications * TALISIS Agreement: Discounts at ADVENIO, Harmon Hall, U\-ERRE, UNID * Taquitos Rewards * Amazon Gift Card on your Birthday * Work\-from\-home Bonus * Laptop Policy **Equal employment** **Enroute** is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.