Technical Support Trainee (3-month project)

About the role

Enroute is looking for a motivated Technical Support Trainee to join a high‑impact team for a three‑month project, with the possibility of extension. You will work closely with senior engineers to monitor, investigate, and resolve technical issues affecting customers and internal teams.

Key responsibilities

• Handle incidents from initial reporting through resolution, following SLA guidelines.
• Perform hands‑on troubleshooting, log analysis, and data pattern identification.
• Document findings, update tickets, and ensure accurate knowledge transfer.
• Escalate complex problems to the appropriate engineering or operations teams.
• Collaborate with senior support engineers to improve monitoring and support processes.

Required profile

• Bachelor’s degree in Software Development, Computer Science, or a related field.
• Strong understanding of software fundamentals, including programming concepts, APIs, and data flow.
• Basic knowledge of at least one scripting or programming language (e.g., Python, JavaScript).
• Ability to analyze technical problems methodically and work with logs, dashboards, and monitoring tools.
• Clear written communication for documentation and ticket updates.
• Attention to detail, strong follow‑through, and willingness to learn support workflows and escalation paths.

Required skills

• JavaScript
• HTML
• CSS
• Python (or another scripting language)
• Jira, ServiceNow, or Zendesk ticketing systems
• Familiarity with monitoring tools, databases, and cloud environments
• Basic incident management concepts

What we offer

• Competitive monetary compensation and year‑end bonus
• Comprehensive health, life, and funeral insurance
• Social security benefits (IMSS, AFORE, INFONAVIT)
• Paid vacations, official Mexican holidays, and special leave days
• English classes, certification support, and educational agreements
• Corporate discounts, birthday bonus, and work‑from‑home allowance
• Laptop provision and other employee perks