Technical Support Analyst (Weekend Coverage)

Enroute

4d•Remote

About The Position

We love technology, and we enjoy what we do. We are always looking for innovation. We have social awareness and try to improve it daily. We make things happen. You can trust us. Our Enrouters are always up for a challenge. We ask questions, and we love to learn. We pride ourselves on having great benefits and compensations, a fantastic work environment, flexible schedules, and policies that positively impact the balance of work and life outside of it. We care about who you are in the office and as an individual. We get involved, we like to know our people, we want every Enrouter to become part of a great community of highly driven, responsible, respectful, and above all, happy people. We want you to enjoy working with us. This is a 3-month contract (with possible extension) and requires weekend coverage only, across two different shifts: Saturday–Sunday from 10:00 PM to 05:00 AM, and Sunday from 05:00 AM to 12:00 PM (Central Time).

Requirements

1–3+ years of experience in technical support, incident management, or similar roles
Javascript Basic
Strong analytical skills and ability to assess and categorize issues effectively
Experience with ticketing systems (e.g., JIRA)
Excellent written communication skills (client-facing)
Attention to detail and strong sense of ownership
English proficiency: B2–C1 (required)

Nice To Haves

Adtech
AWS
Data bricks
Snowflake

Responsibilities

Monitor internal communication channels and systems to identify anomalies, incidents, or irregular behaviors
Triage incidents and determine whether issues are related to bugs, configuration, or expected behavior
Create, update, and track tickets using JIRA, ensuring all relevant details are properly documented
Escalate issues to the engineering team in a timely and accurate manner, following established protocols
Provide clear and consistent updates to clients regarding issue status and next steps
Ensure proper documentation of incidents, actions taken, and follow-ups
Collaborate with cross-functional teams to maintain visibility and continuity during incidents
Support basic troubleshooting and data validation when needed

Benefits

Monetary compensation
Year-end Bonus
IMSS, AFORE, INFONAVIT
Major Medical Expenses Insurance
Minor Medical Expenses Insurance
Life Insurance
Funeral Expenses Insurance
Preferential rates for car insurance
TDU Membership
Holidays and Vacations
Life Happens days
Bereavement days
Civil Marriage days
Maternity & Paternity leave
English and Spanish classes
Performance Management Framework
Certifications
TALISIS Agreement: Discounts at ADVENIO, Harmon Hall, U-ERRE, UNID
Taquitos Rewards
Amazon Gift Card on your Birthday
Work-from-home Bonus
Laptop Policy
Equal employment Enroute is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.