Junior Product Support Engineer

About the Company As a Product Support Engineer at Incedo, you will serve as the first point of contact for our customers, resolving both pre-production and post-production technical issues within our cloud-based financial crime prevention platform. This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively. You’ll be expected to take full ownership of customer incidents, mitigate urgent problems, escalate appropriately to our engineering teams, and follow through until complete resolution. This position involves analyzing complex technical issues across Incedo products and their interaction with customers’ infrastructure. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels. Responsibilities Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines. Manage customer communications effectively, including conference calls and status updates to stakeholders. Clearly document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders. Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support. Contribute to the continuous improvement of support documentation, including the creation of internal knowledge base articles. Translate customer feedback into actionable engineering requirements and collaborate with Engineering and Customer Success teams to prioritize enhancements. Regularly interact with internal tools and bug-fixing processes using Shell scripting, SQL, and/or Python. After 6–9 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks), with additional compensation. Qualifications 2 - 4 years of experience in a technical support, product support, or engineering role. Required Skills Excellent written and verbal communication skills, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports). Ability to work autonomously in a fast-paced, dynamic environment. Strong technical foundation, with a solid understanding of programming concepts (development experience is a plus, but not required). Familiarity with UNIX/Linux systems. Understanding of Object-Oriented Programming principles; experience with Java is preferred. Hands-on experience with development tools such as Git, IDEs, and related utilities. Experience with databases, particularly Cassandra and SQL. Knowledge of distributed systems, high-availability architectures, and web technologies (especially REST APIs). Familiarity with cloud platforms such as AWS or GCP. Exposure to messaging systems like RabbitMQ or Kafka, and coordination tools such as Zookeeper. Preferred Skills Development experience is a plus, but not required.

Location: Guadalajara, MX

Posted Date: 6/12/2025