Support Analyst (24/7) - Mexico

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
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