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:

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 mostly pre-classified as bugs, conducting deep root cause analysis, determining the definitive solution, and managing the incident lifecycle until resolution.

What would you do at Fever?

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.

About you

Essential Skills and Experience

• Experience in advanced technical support/troubleshooting roles.
• Excellent problem-solving skills.
• Proficiency in English for clear communication (written and verbal).
• Experience collaborating in a cross-functional team.
• Understanding of incident management, triage, and escalation.
• Familiarity with ticketing tools (e.g., Jira, Zendesk).
• Familiarity with monitoring and logging tools (e.g., Datadog, Splunk, Grafana, Kibana).
• Strong understanding and experience with PostgreSQL/MySQL or other relational database systems (writing complex queries and stored procedures).
• Knowledge of APIs, services, and client-server architecture.
• Experience with RESTful APIs and JSON.
• Understanding of the Unix/Linux environment. 

Highly Desirable/Bonus Skills

• BSc degree in Information Technology, Computer Science, or a relevant field.
• Experience writing code in either JavaScript, Java, Python, Go, or Elixir.
• Some exposure/knowledge of Elixir is a significant bonus.
• Basic GraphQL knowledge is desirable.
• Knowledge of AWS, Docker, and Kubernetes.
• Familiarity with mobile products (Android and iOS) and design life cycles.
• An active GitHub account/open source contributions.

We value strong problem-solving skills and system understanding over experience with specific tools or technologies.

Benefits & Perks

• Aguinaldo: 15 days of salary
• 20 days of paid vacation per year, which you can access after at least six months working with Fever
• 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 another 5%
• 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)
• English Lessons: Provided by Babelia, 100% paid by Fever
• Fever 40% discount: This discount is for personal use only
• Free Candlelight Event: This voucher is for single use only and is 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