Technical Support Engineer

AppianMexico City, MexicoNew

On-site Full-time

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Qualifications

We are looking for candidates who possess:A strong background in technical support or customer serviceProficiency in troubleshooting software applicationsExcellent communication and problem-solving skillsA passion for technology and a desire to learn

About the job

Join Appian as a Technical Support Engineer and be a vital part of our dynamic team. In this role, you will leverage your technical expertise to assist customers in troubleshooting and resolving software-related issues. You will provide exceptional support, ensuring customer satisfaction and promoting the continued success of our solutions.

About Appian

Appian is a leading low-code automation platform that enables organizations to build applications quickly and efficiently. Our innovative solutions empower businesses to streamline processes and improve productivity. Join us and be part of a collaborative culture that values creativity and continuous improvement.

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Join Fever, the premier technology platform for culture and live entertainment! We are on a mission to democratize access to culture and entertainment using our innovative technology and data-driven methods. Each month, our platform captivates over 300 million individuals across more than 40 countries, offering them unforgettable experiences while empowering event creators with data and technology to enhance their events and reach wider audiences.Our success is highlighted by partnerships with industry giants like Netflix, F.C. Barcelona, and Primavera Sound, as well as several prestigious awards and support from leading global investors.We are searching for proactive individuals to help shape the future of entertainment. Are you ready to be part of this exciting journey?The engineering team is the backbone of our user-friendly iOS and Android applications and our website. We are responsible for creating, developing, improving, and maintaining all Fever services to ensure our users have exceptional experiences.About the RoleAs a Tech Support Engineer specializing in Advanced Troubleshooting and Escalation, you will play a crucial role in our operations. You will handle incidents that have been pre-classified as bugs, performing thorough root cause analyses to determine definitive solutions and managing the lifecycle of incidents until they are resolved.Key Responsibilities:Conduct advanced troubleshooting and diagnostics, taking ownership of escalated bugs and platform issues. This includes comprehensive investigations, data collection, and log analyses to identify root causes of complex system problems.Manage engineering escalations by preparing high-quality, detailed bug reports for the engineering team. This involves documenting all troubleshooting steps, presenting concrete data findings, and outlining the impact to ensure a smooth transition for bug resolution.

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