Job Title:

Application Support Engineer

Job Description

Triage Engineer

Concentrix

WFH Mexico

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:

* Challenge Conventions

* Deliver outcomes unimagined

* Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

Join Concentrix as a Triage Engineer

Role Overview:

The Triage Engineer will be responsible for monitoring and supporting production platforms, handling customer calls, and ensuring proactive issue resolution. This role requires strong analytical skills, cloud monitoring knowledge, and the ability to work in a fast-paced environment.

Core Responsibilities:

• Monitor and support production applications using tools like Splunk (queries and dashboards), AppDynamics, and Grafana.
• Handle customer calls in English and provide weekly activity reports.
• Follow standard operating procedures (SOPs) and contribute to their improvement.
• Investigate and analyze production incidents, providing detailed reports and Root Cause Analysis (RCA) to stakeholders.
• Perform SQL queries on Oracle databases for troubleshooting.
• Monitor and maintain dashboards and alerts for system health.
• Communicate effectively with partners about potential issues, trends, and updates.
• Collaborate with the Tier 2 team to resolve escalated issues.
• Adapt to new technologies and evolving requirements.
• Weekend work may be required based on the shift roster (11:00 AM – 7:00 PM CST).
• Identify opportunities for process improvement and automation.

Qualifications:

• 4+ years of experience in support and platform monitoring.
• Basic knowledge of Kubernetes and containerized environments.
• Experience working with Splunk, AppDynamics, and Grafana.
• Strong understanding of network concepts.
• Proficiency in SQL for querying Oracle databases.
• Excellent problem-solving and analytical skills.
• Effective communication skills in English.
• Experience coordinating activities across offshore/nearshore teams.
• Previous experience improving SOPs to prevent major incidents.
• Experience working in an on-call or shift-based support role.

#ConcentrixCatalyst

Location:

MEX Work-at-Home

Language Requirements:

Time Type:

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