This posting is no longer listed by Platacard.
hirly last saw it live on 1 September 2026. Similar roles are on the live board.
Platacard
On-Duty Customer IT Support Specialist - Middle+
Mexico
Apply through hirly
hirly scores this role against your resume, shows its reasoning, then writes a resume and cover letter for it and fills the application with you. Free to start — no card required.
hirly's read of this role
- Role family
- Customer support
- Seniority
- Mid level
- Country
- MX
- Work mode
- On-site / unstated
- First seen by hirly
- 1 Sept 2026
Derived automatically from the posting. Sign up to see how the role scores against your own resume.
the posting
We are looking for a On-Duty Customer IT Support Specialist to join our Customer IT Support team.
The Customer IT Support team is responsible for managing technical issues of the company’s clients, resolving issues related to the company’s products, and ensuring users have a clear understanding of how to use them.
Challenges that await you:
Coordinate our incident response from detection to resolution by operating quickly.
Respond instantly and effectively to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution
Monitor the health of critical company services and infrastructure
Keep internal stakeholders updated on the incident status and resolution progress
Organize post-incident recovery actions and customer communication
Prepare post-incident reviews to identify root causes and improve future responses
What makes you a great fit:
Must have 2+ years of experience in handling significant incidents in a 24/7 high-load environment.
3+ years in customer-facing roles in support, product, or service delivery.
Ability to coordinate multiple teams simultaneously.
Understanding of how large-scale IT systems work and interact.
High sense of responsibility and strong self-organization skills
Availability to work an 8-hour shift within the 08:00–20:00 window across LATAM time zones (UTC−6 to UTC−3) . The exact working hours may vary depending on business and team coverage needs.
B1 or higher English level for effective communication with an international team
Work schedule:
Approximately 70% of the time , the standard 5/2 work schedule.
For approximately 30% of the time , when another team member is on annual leave, the schedule changes to the following 4-day rotating shift pattern :
- Day 1 – Day shift from 08:00 to 20:00
- Day 2 – Night shift from 20:00 to 08:00
- Day 3 – Rest day (recovery after the night shift)
- Day 4 – Day off
Your Bonus Skills:
Experience in Public Cloud, Microservices, and monitoring systems.
Support or another technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, Kafka (support or other technical experience with any of them).
Experience working with ITSM systems and/ or with incidents.io , Rootly, FireHydrant, or similar Incident Management Systems
Experience building a monitoring function, including alert setup and dashboard creation
Our ways of working:
Innovative Spirit: A commitment to creativity and groundbreaking solutions
Honest Feedback: valuing open, transparent communication
Supportive Team: a strong, collaborative community
Celebrating Achievements: recognizing our wins together
High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
Our benefits:
Flexible work from one of our offices or remote
Healthcare Coverage
Education Budget: Language lessons, professional training and certifications
Wellness Budget: Mental health and fitness activity reimbursements
Vacation policy: 20 days of annual leave and paid sick leave
Is this role actually a fit for you?
hirly answers with a score and its reasoning, then writes the resume and cover letter if you decide to go for it.
Score it against my resume