Technical Support Engineer 

Mexico City Office - Hybrid: 4 days in the office, 1 day working from home

We are seeking a talented Technical Support Engineer to become an integral part of our support engineering team. In this role, you will collaborate with a group of specialists, providing comprehensive support across all areas of our business.  

Why Ebury?  

• High-Performance, High-Growth Environment: Be part of a dynamic and rapidly growing company that values impact and rewards results.  
• Focus on Excellence: We are committed to becoming a world-class organization and are looking for individuals who share our passion for delivering exceptional work.  
• Personal Responsibility and Freedom: We empower our employees to take ownership of their work and make a real difference.  
• Collaborative and Inclusive Culture: We value diversity, promote inclusion, and foster a positive work environment where everyone feels respected and supported.  
• Continuous Growth and Development: Benefit from our career map, regular  reviews, and training opportunities to advance your career and reach your full potential.

What you will do:  

• Troubleshoot applications, services, and infrastructure issues reported by end-users of the systems developed by our engineering teams.  
• Verify and document issues and bugs for accurate tracking and escalation.  
• Manage incidents, including communication with stakeholders and coordination with development teams.  
• Collaborate with Software Engineering teams to establish support workflows and monitoring plans for new products and projects.  
• Partner with trusted vendors to resolve service events.  
• Work with software development engineers to enhance processes and conduct code reviews.  
• Work on a collaborative rotation (shifts) to cover support on different time zones.  
• Perform (out of hours) on-call on a rotating basis to address high-severity incidents and critical issues.  

What we expect from you:  

• Experience providing Level 2 (L2) support in a tech-driven business environment. 
• Proficient problem-solving skills and strong technical troubleshooting abilities.
• Software development experience, particularly with Python.  
• A strong desire to identify and resolve root causes, systematically preventing issues from recurring by collaborating with code owners.  
• Excellent written and interpersonal communication skills, along with a willingness to uphold Ebury's values.  
• English proficiency is required.
  Nice to have:  
• Familiarity with AWS and/or Google Cloud, and Linux administration is a plus.  
• Knowledge of Spanish or Portuguese is a bonus.  
• Additional valuable skills and knowledge include Salesforce Administration, Agile methodologies, Continuous Integration, Frontend Development (HTML,  CSS, and JavaScript), PostgreSQL, Terraform, and Observability.  

Not feeling like you meet all the requirements? That's OK! No one fits a job description perfectly, and there are no perfect candidates.

Ready to launch your career with a global FinTech? Click the 'Apply' Today and discover your potential at Ebury!

You can also connect with me on LinkedIn - Rafaela Procópio

At Ebury Bank we value diversity in all its forms and are committed to creating an inclusive environment. All of our vacancies are open and eligible for people with disabilities.

#LI-RP1
#LI-HYBRID