Tech Support Engineer (Mexico-D)

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 +55 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. About the role Behind our user-friendly apps and global platform is the Engineering team. We are looking for Tech Support Engineers to join our mission. In this role, you will be the bridge between our business operations and engineering, ensuring our systems run smoothly and our users have the best possible experience. Whether you are deep-diving into complex SQL queries, investigating production incidents, or analyzing code logic to identify a bug, your work will directly impact millions of fans worldwide. You’ll work in high-scale production environments, participating in incident management and on-call rotations, helping resolve critical issues and improving the reliability and stability of our platform. This role also offers a unique opportunity for internal mobility; we value growth, and many of our support engineers eventually transition into full-time Software Engineering roles. What would you do at Fever? Act as a technical point of contact for incident management, triage, escalation, and resolution. Participate in on-call rotations and support critical production incidents (Sev1/Sev2). Troubleshoot complex technical issues across our client-server architecture. Perform deep-dive investigations using logs, monitoring tools, and database analysis. Write and optimize complex SQL queries to resolve data-related issues. Investigate APIs, services, and backend flows to identify root causes. Collaborate with Product, Engineering, and Operations teams to improve system reliability and operational excellence. Document technical workarounds, incident learnings, and contribute to our internal knowledge base. Help improve monitoring, alerting, and troubleshooting processes. About you - Must have skills: Technical mindset Proven experience in technical support, production support, troubleshooting, or similar roles. Excellent analytical and problem-solving skills. Experience working in production environments with exposure to critical incidents and on-call rotations. Databases Strong understanding of PostgreSQL, MySQL, or other relational databases. Ability to write complex SQL queries and work with stored procedures. APIs & Systems Knowledge of APIs, services, and client-server architecture. Experience working with RESTful APIs and JSON. Solid understanding of Unix/Linux environments. Monitoring & Operations Familiarity with ticketing tools such as Jira or Zendesk. Experience using monitoring and logging platforms such as Datadog, Splunk, Grafana, or Kibana. Understanding of incident management, triage, escalation, and root cause analysis processes. Communication Professional proficiency in English (written and verbal). Experience collaborating with cross-functional and international teams. Nice to have: Code Literacy: Ability to read or write code in JavaScript, Java, Python, Go, or Elixir (experience with Elixir is a significant bonus). Cloud & Infrastructure: Knowledge of AWS, Docker, an