Problem Resolution Coordinator

EDAG Mexico • Rochester, MI

3d

About The Position

Coordinate and track software and system network-related issue tickets throughout the development process. Review incoming tickets for completeness, consistency, and required technical information. Based on high-level analysis, assign each ticket to the best member of the global engineering team to lead the needed change estimation or problem investigation. Support standardization of issue reporting and tracking processes. Follow up with engineering teams and stakeholders regarding ticket status and resolution progress. Support communication and alignment with customers regarding reported issues and status updates. Monitor issue aging, priorities, and closure progress.

Requirements

• Bachelor's degree in Engineering or related field.
• Approximately 3–5 years of relevant experience.
• Knowledge of JIRA or Confluence
• English (C1-C2)

Responsibilities

• Coordinate and track software and system network-related issue tickets throughout the development process.
• Review incoming tickets for completeness, consistency, and required technical information.
• Assign tickets to the best member of the global engineering team for change estimation or problem investigation.
• Support standardization of issue reporting and tracking processes.
• Follow up with engineering teams and stakeholders regarding ticket status and resolution progress.
• Support communication and alignment with customers regarding reported issues and status updates.
• Monitor issue aging, priorities, and closure progress.
• Generate reports and metrics including issue inflow, burndown, and status tracking.
• Support project meetings with issue tracking summaries and status updates.

What This Job Offers

• Career Level: Mid Level