Support Engineer - Veterinary HealthTech (Mexico)

TrueLogic
Mexico City
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceSkills: ["Written communication","Verbal communication","Customer communication","Documentation","Process improvement"]

Provide technical support to the Customer Experience team by resolving escalated platform and infrastructure tickets. Own customer onboarding and decommissioning workflows, including environment provisioning, integrations, and data migrations with validation and QA. Triage and fix complex issues involving environment configuration and troubleshooting, partner on timelines, and communicate outcomes clearly. Maintain runbooks and documentation while driving process improvements to reduce ticket volume and time-to-resolution.

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FursaFursa
TrueLogic
TrueLogic
1 day ago

Support Engineer - Veterinary HealthTech (Mexico)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Provide technical support to the Customer Experience team by resolving escalated platform and infrastructure tickets. Own customer onboarding and decommissioning workflows, including environment provisioning, integrations, and data migrations with validation and QA. Triage and fix complex issues involving environment configuration and troubleshooting, partner on timelines, and communicate outcomes clearly. Maintain runbooks and documentation while driving process improvements to reduce ticket volume and time-to-resolution.
Location: Mexico City
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Execute technical onboarding workflows for new Instinct customers, including environment provisioning, configuration, integrations, and data imports for go-live.
  • •Manage customer decommissioning, including data exports, environment teardown, access revocation, and documentation of closure procedures.
  • •Perform structured data migrations with validation, transformation, and QA checks to ensure data integrity; occasionally join live calls to answer data questions.
  • •Own and resolve technical tickets escalated by CX: triage, prioritize, and address complex issues such as configuration, integration troubleshooting, and bulk data updates.
  • •Partner with Customer Success/Implementation teams to understand request context, set resolution timelines, and communicate technical outcomes clearly; maintain documentation and improve processes.

Pay and Benefits

Perks:Paid Leave

Key Requirements

  • •Hands-on ability with AWS to verify environment changes and execute smoke tests (RDS, S3, EC2, ECS) to confirm workflows completed successfully.
  • •Proficiency with Git/GitHub, including creating, reviewing, merging, and verifying pull requests for onboarding/offboarding workflows.
  • •Exceptional written and verbal English communication, including leading customer calls and translating complex technical topics into plain language.
  • •Foundational knowledge of data privacy best practices, least-privilege access, and secure data handling protocols.
  • •Hands-on experience with support/helpdesk ticketing systems such as Jira, Intercom, Front, or equivalents.
Experience:PlatformCustomer supportInfrastructure as code
Skills:Written communicationVerbal communicationCustomer communicationDocumentationProcess improvement
Languages:English
Tech Stack:AWSRDSS3EC2ECSGitGitHubJiraIntercomFrontTerraformKubernetesHelmElixirReactGraphQL

Company Brief

TrueLogic
TrueLogic builds custom web and mobile applications, offering product engineering, UX/UI design, and team augmentation services. They partner with startups and enterprises to deliver scalable software solutions, cloud integrations, and ongoing technical support.
Industry: Professional Services
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