App Support Engineer Web-based Jr

Softtek • Spanish: C1 • IT Consulting & Digital Transformation • IT Outsourcing & Dedicated Teams • 10 hours ago
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Salary
≈ $16k – $45k per year (Estimated)
Location
In office (Mexico City)
Seniority
Junior

Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 9, 2026. Softtek scores A on the Alion truth index.

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Softtek

Softtek is a Mexican information technology services company founded in Monterrey in 1982 that coined the term nearshore to describe delivering technology services to the United States from Latin America. It provides application development and maintenance, enterprise application implementation on SAP and other platforms, cloud and infrastructure management, digital engineering, quality assurance and business process services to clients across the Americas, Europe and Asia. Headquartered in Monterrey and privately held, it operates delivery centres across Mexico, Brazil, Argentina, Spain, India and China and is one of the largest technology services firms based in Latin America.
softtek.com • HQ: Monterrey, Mexico • Managed IT Services (MSP) • Enterprise Apps Implementation Partners • IT Consulting & Digital Transformation • IT Outsourcing & Dedicated Teams • 5000+ employees • Est. 1982
Tech stack of Softtek

Incident Manager

Responsable de coordinar la atención y resolución de incidentes, asegurando su correcta priorización, escalamiento, comunicación y seguimiento hasta el restablecimiento del servicio. El proceso contempla detección y registro, clasificación, investigación, resolución, recuperación y cierre.

  • Coordinar la atención de incidentes de acuerdo con su prioridad, impacto y urgencia.
  • Liderar incidentes críticos P1/P2, convocando y coordinando War Room con los equipos técnicos involucrados.
  • Asegurar escalamiento oportuno y seguimiento de responsables hasta la recuperación del servicio.
  • Mantener comunicación clara durante el incidente, informando estatus, impacto, acciones y tiempos.
  • Validar que los tickets cuenten con diagnóstico, acciones realizadas, solución y evidencias antes del cierre.
  • Identificar incidentes recurrentes o candidatos a Problem Management y canalizarlos para análisis de causa raíz.
  • Dar seguimiento a SLA, tiempos de atención, escalamiento y resolución.
  • Coordinarse con Monitoreo para validar alertas, anticipar afectaciones y acelerar la identificación de incidentes.
  • Disponibilidad para rolar turnos, (7 a 4, 3 a 11 y 11 a 7)
  • Disponibilidad para cubrir guardias en fines de semana (programadas)
  • 100% presencial.
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