Support Analyst (24/7) - Mexico
Skills
About the role
As we are a global company, and English is our primary business language, we kindly ask that all applications (CVs/resumes and cover letters) be submitted in English.
We're RELEX Solutions, a fast-growing and market-leading company helping retailers and consumer brands optimize their planning and operations through smart, data-driven technology. Founded in Europe, we've expanded across the Americas, Europe, and Asia-Pacific - and now, we're excited to build our support capabilities in Mexico.
We're currently hiring SaaS Support Analysts to join our 24/7 global support team. Based in Querétaro, you'll help investigate and resolve complex technical issues across our hosted environments, working with Linux-based systems, cloud technologies, and enterprise-level software platforms. You'll join a team of 20+ experienced support professionals and have a real impact on ensuring the reliability of our services.
Note: This is not a general IT help desk position - prior experience with software/application support in a SaaS or cloud environment is expected. You will not be troubleshooting laptops or printers, but rather solving issues in RELEX's hosted infrastructure and production systems.
Key Responsibilities
Troubleshoot and resolve complex issues in RELEX's proprietary SaaS environment (e.g., data processing errors, job failures, performance bottlenecks)
Monitor Linux-based servers and cloud-hosted environments, responding to alerts and system anomalies using internal tools and monitoring platforms
Investigate data-related problems using SQL and log analysis
Handle batch process troubleshooting, data integration errors, and escalations from customers or internal teams
Support environment maintenance, upgrades, and deployments in collaboration with DevOps and Product teams
Execute system admin tasks such as log review, disk/memory analysis, process monitoring, and service restarts
Maintain and improve support documentation, runbooks, and operational knowledge
Requirements
Bachelor's degree or 1–2 years of experience in Information Systems, Computer Science, or similar field
Strong understanding of Linux/Unix systems (file systems, permissions, shell commands, process management)
Solid foundation in SQL and working with relational databases
Good written and verbal communication skills in English
Experience working with issue-tracking or ticketing systems (e.g., Jira, ServiceNow)
Preferred Qualifications
Previous experience supporting production SaaS environments or enterprise applications
Scripting experience in Bash, Python, or similar languages
Familiarity with cloud platforms (AWS, Azure, GCP)
Experience with log/monitoring tools (e.g., Grafana, Prometheus, Datadog, Splunk)
Understanding of networking fundamentals (e.g., DNS, VPNs, HTTP/S, TCP/IP)
Fluency in additional languages such as Spanish or Portuguese
Additional Details
This is a full-time, permanent position with shift work starting at 7 AM local time
You'll be part of a global 24/7 support team
We can only consider applicants already located in Querétaro with the legal right to work full-time in Mexico
Life at RELEX is defined by collaboration, respect, and flexibility. We believe in fostering a work environment where innovation thrives and everyone feels valued. As we build our new hub in Mexico, you'll help lay the foundation for our support capabilities and be part of shaping how we work from the very beginning. Our teams work together to solve meaningful challenges, creating an inclusive culture that supports professional and personal growth. Whether you're engaging with colleagues across the globe or finding your own work-life balance, life at RELEX is about making a difference while enjoying the journey. What difference will you make?
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