Application Support Engineer

About Reservamos SaaS:

We believe that technology is revolutionizing travel for the better. Back in 2014 at MIT, we decided to start our Company journey by focusing on bus travel.

Why bus? easy, the bus sector is the largest mode of transportation in the Americas. Passenger volume is estimated at over 10Bn passengers per year, 13x that of air sector volume. Yet only 10% of this is sold online today. We believe it is just a matter of time for online bookings to represent 50%+ of all ticket sales.

We are a full-stack company focused on creating the best online experience to book bus and flight tickets in Mexico and the US. Our allies include renowned brands such as Primera Plus, ETN, among others.

Our motto is simple "Be creative, take ownership and be a team player"


About this role

• Deliver swift, high-quality technical support that ensures a seamless experience for both internal teams and end users. By troubleshooting issues, collaborating with cross-functional teams, and proactively suggesting improvements, the Mid-level Technical Support Engineer helps maintain platform reliability and customer satisfaction while supporting the companys broader goals for growth and operational excellence.

What you'll do

• Investigate and diagnose technical issues related to our platform, escalating complex problems to the Engineering or DevOps teams when necessary.
• Collaborate with cross-functional teams (Development, Product, Infrastructure) to resolve issues and improve our products.
• Manage system alerts and logs, identifying root causes and suggesting improvements.
• Maintain and update internal knowledge bases, FAQs, and documentation for both internal teams and external users.
• Identify recurring problems and propose systematic solutions that enhance overall platform stability.
• Contribute to security best practices, ensuring data protection guidelines are upheld.

Who you are

• Youre passionate about solving technical problems and ensuring a great user experience.
• You communicate clearly and empathetically, whether its with teammates or customers.
• You see value in robust, well-documented support processes over quick fixes.
• You appreciate feedback and believe in collaborative problem-solving.
• You enjoy learning about new tools and technologies to improve troubleshooting and efficiency.
• Youre comfortable diving into logs and monitoring tools to pinpoint issues.
• Youre excited to work with a team of experienced engineers who share your passion for delivering quality support.

Qualifications Required

• 3+ years of experience in a technical support or similar customer-facing role.
• Familiarity with Ruby on Rails (at least 2 years) and NodeJS (1 year).
• 2+ years of experience working with cloud-based solutions (AWS, GCP, or Azure).
• Basic knowledge of GNU/Linux, Git, grep.
• Understanding of web fundamentals (REST, HTTP, APIs, etc.).
• Some exposure to monitoring, alerting, and analytics tools (e.g., NewRelic, Logstash, Nagios).

How to apply

• Take-home project we invite you to complete a small technical project. Expect to spend about half a day on this.
• In-depth interview after the take-home project, we do a longer interview where well ask you questions about the project and your experience in previous roles.
• Technical interview during this one hour interview, well review your challenge
• HR call the final step is a short call where well ask you some questions to get to know you better, and answer any questions you have about the role.

Pay and benefits

• Work remotely from wherever you're most productive, no commuting to an office.
• 20 days paid time off four weeks of total time off for you to use throughout the year.
• Day off on your birthday, enjoy your birthday with friends and family.
• Day off on official festivities (Mothers Day, Christmas Eve, Holy Thursday & Friday)
• Permanent training access to books, learning platforms, etc.
• 100% payroll (IMSS + Infonavit)
• 2 weeks aguinaldo
• Unlimited flight discounts with Viva Aerobus (only pay TUA)
• If you apply from México (preferably Mérida, Monterrey, CDMX)