Tech Support Engineer (Mexico)

Hey there!
We’re Fever, the world’s leading tech platform for culture and live entertainment.

Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment.

Every month, our platform inspires over 300 million people in +55 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences.

Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right?

To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!

Ready to be part of the experience?

Now, let’s discuss this role and what you will do to help achieve Fever’s mission.

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

Thank you for considering joining Fever. We cannot wait to learn more about you!

If you want to learn more about us: Fever's Blog | Tech.Eu |TechCrunch

Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply!

If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.

If you want to know more about how Fever processes your personal data, click here Fever - Candidate Privacy Notice