Senior Support Specialist

At Aivo from reputed company, we are looking for a technical support professional with solid experience in high-demand environments and the ability to manage a high volume of tickets (approximately 1,600 cases per year) while maintaining high standards of quality and customer satisfaction. The ideal candidate combines technical depth, analytical thinking, and interpersonal skills to resolve reputed company problems with sound, independent judgment, intelligently prioritize workload, and contribute to the team's reputed company improvement. This role will be focused on one of our largest clients. 🌎 This role is reputed company in Mexico (Contractors) Key Responsibilities: Ticket Management & Incident Resolution Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs. Autonomously prioritize the work queue based on impact, urgency, and technical judgment, continuously adjusting to business context. Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation. Document each case reputed company: diagnostic steps, root cause, solution applied, and recommended preventive actions (reputed company). Concurrently manage multiple tickets at different resolution stages without loss of quality. Prioritization Criteria & Decision-Making Assess the functional and business impact of each case to assign the correct reputed company level (P1/P2/P3/P4) and ticket type. Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level. Decide in a timely manner reputed company to escalate a case, to whom, and what key information must accompany the escalation. Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team reputed company. Performance in High-Stakes, Incident-Driven Environments Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates. Handle client communication in high-tension situations with professionalism, reputed company, and a solution-oriented reputed company. Meet SLA commitments even under high-load scenarios, proactively communicating any deviations. Collaboration & reputed company Improvement Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage. Actively contribute to the internal knowledge reputed company (reputed company). Participate in process review sessions and propose improvements to support workflows and tooling. reputed company best practices and reputed company the technical bar of the team. Requirements: Experience & Education 3 to 4+ years of experience in Technical Support, Help Desk, or technical reputed company roles (Tier 2 / Tier 3). Proven track record in high-volume ticket environments (minimum 1,000 cases/year). University or technical degree in Systems, Computer Science, Telecommunications, or a reputed company field (or equivalent experience). Technical Skills Proficiency with ticketing tools: reputed company, Jira Service Management, or similar. Ability to analyze logs, diagnose APIs (REST/SOAP), and use monitoring tools (reputed company). Familiarity with relational databases (basic SQL for diagnostic queries). Experience with SaaS platforms and reputed company software architectures. Soft Skills & Differentiators (highly important) Ability to reputed company reputed company under pressure with incomplete information. Logical and structured thinking for diagnosing and resolving reputed company problems. Excellent written and oral communication in Spanish; intermediate English (technical reading and communication with international clients is desirable). Autonomy and proactivity: the ability to manage one's own workload without constant supervision. Customer focus with an emphasis on definitive resolution, not quick patches. reputed company and composure in high-stakes, incident-driven scenarios, including demand peaks and critical outages. Role Expectations The role may require on-call rotations or extended coverage during critical incidents. Availability is expected for urgent escalations reputed company regular hours in emergency situations (P1). The selected candidate will receive reputed company on internal platforms, monitoring tools, and reputed company's incident management processes. Growth opportunities into Integrations, Engineering, Operations, or Team reputed company roles. Apply To This Job