# On-Duty Customer IT Support Specialist - Middle\+ - Company: [Platacard]() - Location: Mexico - Team: HQ - Posted: June 19, 2025 ## Job description 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](http://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 ## Apply [Apply on Platacard]() Canonical job page: