Tech Support Engineer (Mexico)

Behind the user-friendly iOS and Android apps and webpage that work across the world is the engineering team.  We are in charge of creating, developing, improving, and maintaining all Fever services so that more people can have an amazing experience.

About the role

Location: Mexico

What are we looking for:

Tech Support Engineer (Advanced Troubleshooting / Escalation)

We are seeking a highly skilled Tech Support Engineer with a strong focus on advanced troubleshooting to join our team.
In this key operational role, you will primarily receive and own incidents pre-classified as bugs. Your main mission will be to conduct deep-dive root cause analysis, determine the definitive solution, and manage the incident lifecycle until resolution.

Key Responsibilities:

• Advanced Troubleshooting and Diagnostics: Take ownership of escalated bugs and platform failures, performing thorough investigation, data gathering, and log analysis to pinpoint the root cause of complex system issues.
• Engineering Escalation Management: Prepare high-quality, detailed bug reports for the Engineering team. This includes documenting all troubleshooting steps taken, concrete data findings, and the resulting impact, ensuring a smooth and efficient handover for bug fixing.
• Resolution and Closure: Resolve issues directly whenever possible (e.g., data correction, implementing workarounds, configuration fixes).
• Internal Collaboration: Work closely with Engineering, Product, and QA teams to validate solutions, test fixes, and contribute to the continuous improvement of the platform's stability and support documentation.

Ideally, you are someone who:

• Enjoys tackling complex technical problems and digging into intricate details.
• Is proactive in seeking solutions and developing effective workarounds.
• Possesses excellent technical documentation and communication skills.

Benefits & Perks

• Fever 40% discount: This discount is for personal use only
• Free Candlelight Event: This voucher is for single use only and valid for 2 people
• Wellhub Membership: Wellhub gives employees unlimited access to a selected number of gyms, studios, classes, training, and wellness apps. It is paid by Fever up to the Silver plan
• Medical insurance: Fever offers “Seguro de Gastos Médicos Mayores” with the company GNP free of charge as it is covered 100% by Fever. This also includes dental and vision insurance fully paid by Fever
• Life Insurance (Mapfre): We offer this insurance fully paid by Fever
• Savings plan (SURA): The employee contributes 5% of the fixed salary and Fever contributes with another 5%
• English Lessons: Provided by Babelia, 100% paid by Fever
• Aguinaldo: 15 days of salary
• 20 days of paid vacation per year, which you can access after at least six months working with Fever
• Parental leave: Fever provides four (4) weeks of mandatory paid paternity leave, receiving 100% of the base salary, for (male) parents (both birthing and non-birthing)
• You can enjoy the afternoon off on your birthday if it falls on a working day. It’s our way of helping you celebrate!