Tech Support Engineer at Feverup

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 +40 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 looking for a Technical Support Engineer to be the first point of contact for platform incidents. Your main goal will be to diagnose issues, determine if they are bugs, failures, or misconfigurations, and escalate when necessary. You will work closely with engineering, product, and QA teams to ensure smooth operations.If you enjoy problem-solving, proactive troubleshooting, and working in a fast-paced environment, this role is for you. What would you do at Fever? On your first month in Fever: • Learn the platform’s features, architecture, and configuration. • Shadow team members to understand incident handling and prioritization. • Take ownership of simple incidents with guidance. • Meet key teams: Engineering, Product, Data and Systems to understand collaboration workflows. After 3 months in Fever: • Handle most incidents independently, using logs and monitoring tools. • Determine issue causes and escalate complex cases appropriately. • Improve internal documentation and support processes. • Assist users with technical issues. On your 6th month in Fever: • Lead incident management and post-incident reviews. • Train and mentor new Tech Support members. • Identify trends and propose preventive solutions. • Automate repetitive troubleshooting tasks. • Provide technical guidance to internal teams and customers. • Ensure proactive monitoring and improve issue resolution efficiency. About you Must have skills: • Experience in technical support or troubleshooting roles. • Familiarity with monitoring and logging tools (e.g., Datadog, Grafana, Kibana, ...). • Knowledge of APIs, services, and client-server architecture. • Understanding of incident management, triage, and escalation. • Proficiency in English for clear communication. Nice to have: • Linux/UNIX and scripting skills. • Experience with RESTful APIs and JSON. • Knowledge of AWS, Docker, Kubernetes. • Familiarity with ticketing tools (Jira, Zendesk) and SQL/NoSQL databases. We use these technologies, so it would be a plus if you have experience in: • Django/Flask • PostgreSQL • Redis • Experience with event streaming platforms such as Kafka or RabbitMQ • Experience working on agile methodology • Event communication between services • Handling services with more than 1000 request/second. • AWS, Docker and Kubernetes Benefits & Perks • Fever 40% discount: This discount is for personal use only • Free Candlelight Event: This voucher is for single use only and 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 • 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 with another 5% • English Lessons: Provided by Babelia, 100% paid by Fever • Aguinaldo: 15 days of salary • 20 days of paid vacation per year, which you can access after at least six months working with Fever • 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) • You can enjoy the afternoon off on your birthday if it falls on a working day. It’s our way of helping you celebrate! 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