IT Support Engineer II

About Kueski

Founded in 2012 with the mission to improve the financial lives of people in Mexico, Kueski is the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for its innovative financial services. Its flagship product, Kueski Pay, allows customers to make purchases and pay later, both online and in physical stores and has become the payment choice for a quarter of Mexico's leading e-commerce merchants. Notably, it stands out as the first buy now, pay later (BNPL) option accessible to Mexican consumers on Amazon.com.mx.

Kueski is frequently recognized for its strong, diverse and inclusive company culture. In 2022, Kueski was named one of the most ethical companies in Mexico by AMITAI, and one of the best companies for both young professionals and female talent in Mexico by EFY. The company has also been named to CB Insights’ Fintech 250 list.

Purpose

The IT Support Engineer II as part of the IT NOC team is responsible for monitoring the performance and availability of all  infrastructure, applications, security and services of Kueski (including network, backup & storage, cloud services, data centers, frontend products, etc.), part of the responsibilities of the position is to attend the technical incidents received from the IT operations team.

Key Responsibilities

• Detects and prevents the duration of system outages impacting Kueski operations

• Provide timely response and resolution confirmation to all incidents, outages and performance alerts

• Categorize and escalate issues to appropriate technical teams

• Notify identified stakeholders of service impacting issues, outages and remediation status

• Recognize, identify and prioritize incidents in accordance with Kueski requirements, organizational policies and operational impact

• Collect and review performance reports and trends of systems to assist senior technical personnel to prevent issues or outages

• Document all actions in accordance with standard Kueski policies and procedures

• Troubleshoot bugs and low incidents

• Understand the underlying problem when facing a challenge. Fix bugs and resolve low incidents

• Leading Triage sessions with solving teams

• Assist in conducting reviews to capture lessons-learned or post mortem and ensure regular follow-up for any items identified

• Monitoring and support for security vulnerability studies / bulletins

• Help to define and implement protocols and best practices for Corporate Governance

Position Requirements

• Troubleshooting experience, including network and cloud systems

• Run the scripts that transition us to the engineering area, changes in configurations and customer information (ARCO)

• Basic development understanding to track and resolve incidents reported by customers

• Experience working with internal and external teams to create and/or update knowledge base documents and solutions

• Time flexibility to work on issues resolution working either onsite or remotely, including in extended and out-of-office hours

• Fix bugs and resolve low impact incidents

• Experience with real time documents and handoff incidents to the next person on duty

• Good verbal and written communication skills

• Knowledge with monitoring principles and operations

• Knowledge with Infrastructure/applications (cloud/datacenter)

• Experience in monitoring server application logs/events

• Knowledge in most common log/application errors

• Knowledge with at least one database engine

• Knowledge in ITIL

• Fluency in English

• Time flexibility to work 24/7

• Familiar with agile principles

• Problem-solving

You’ll love working at Kueski because:

• We have a mission-driven culture focused on customer value, teamwork, humility,  and integrity. 

• Everyone is expected to have role clarity, career growth, and a personal development plan. Feedback and recognition  is embedded in our company processes, systems, and practices. 

• We ensure competitive salary, medical insurance, and wellbeing through ample and flexible time off as well as mental healthcare benefits. Everyone is an owner and eligible for competitive stock options with a company poised for success. 

• We´re committed to building an inclusive and diverse team and we know this leads to incredible work.

Kueski: Where talent excellence improves Mexican lives

#LifeAtKueski #KueskiTalent