Tech Support Engineer (Mexico-D)

Sobre el puesto

<div class="content-intro"><p>Hey there! <br>We’re <a href="https://feverup.com/">Fever</a>, the world’s leading tech platform for culture and live entertainment.</p> <p>Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment. <br><br>Every month, our platform inspires over 300 million people in +55 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences. </p> <p>Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right? </p> <p>To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!<br><br>Ready to be part of the experience? </p> <p>Now, let’s discuss this role and what you will do to help achieve Fever’s mission.</p></div><h3 data-path-to-node="6"><strong data-path-to-node="6" data-index-in-node="0">About the role</strong></h3> <p>Behind our user-friendly apps and global platform is the Engineering team. We are looking for <strong>Tech Support Engineers </strong>to join our mission. In this role, you will be the bridge between our business operations and engineering, ensuring our systems run smoothly and our users have the best possible experience.</p> <p>Whether you are deep-diving into complex SQL queries, investigating production incidents, or analyzing code logic to identify a bug, your work will directly impact millions of fans worldwide.</p> <p>You’ll work in high-scale production environments, participating in incident management and on-call rotations, helping resolve critical issues and improving the reliability and stability of our platform.</p> <p>This role also offers a unique opportunity for internal mobility; we value growth, and many of our support engineers eventually transition into full-time Software Engineering roles.</p> <h3 data-path-to-node="8"><strong data-path-to-node="8" data-index-in-node="0">What would you do at Fever?</strong></h3> <ul> <li>Act as a technical point of contact for incident management, triage, escalation, and resolution.</li> <li>Participate in on-call rotations and support critical production incidents (Sev1/Sev2).</li> <li>Troubleshoot complex technical issues across our client-server architecture.</li> <li>Perform deep-dive investigations using logs, monitoring tools, and database analysis.</li> <li>Write and optimize complex SQL queries to resolve data-related issues.</li> <li>Investigate APIs, services, and backend flows to identify root causes.</li> <li>Collaborate with Product, Engineering, and Operations teams to improve system reliability and operational excellence.</li> <li>Document technical workarounds, incident learnings, and contribute to our internal knowledge base.</li> <li>Help improve monitoring, alerting, and troubleshooting processes.</li> </ul> <h3 data-path-to-node="10"><strong data-path-to-node="10" data-index-in-node="0">About you - Must have skills:</strong></h3> <p><em>Technical mindset</em></p> <ul> <li>Proven experience in technical support, production support, troubleshooting, or similar roles.</li> <li>Excellent analytical and problem-solving skills.</li> <li>Experience working in production environments with exposure to critical incidents and on-call rotations.</li> </ul> <p><em>Databases</em></p> <ul> <li>Strong understanding of PostgreSQL, MySQL, or other relational databases.</li> <li>Ability to write complex SQL queries and work with stored procedures.</li> </ul> <p><em>APIs & Systems</em></p> <ul> <li>Knowledge of APIs, services, and client-server architecture.</li> <li>Experience working with RESTful APIs and JSON.</li> <li>Solid understanding of Unix/Linux environments.</li> </ul> <p><em>Monitoring & Operations</em></p> <ul> <li>Familiarity with ticketing tools such as Jira or Zendesk.</li> <li>Experience using monitoring and logging platforms such as Datadog, Splunk, Grafana, or Kibana.</li> <li>Understanding of incident management, triage, escalation, and root cause analysis processes.</li> </ul> <p><em>Communication</em></p> <ul> <li>Professional proficiency in English (written and verbal).</li> <li>Experience collaborating with cross-functional and international teams.</li> </ul> <h4 data-path-to-node="12">Nice to have:</h4> <ul> <li>Code Literacy: Ability to read or write code in JavaScript, Java, Python, Go, or Elixir (experience with Elixir is a significant bonus).</li> <li>Cloud & Infrastructure: Knowledge of AWS, Docker, and Kubernetes.</li> <li>Mobile: Familiarity with mobile products (Android and iOS) and design life cycles.</li> <li>Curiosity: An active GitHub account or open-source contributions.</li> <li>Academic: BSc degree…