Help Desk & Application Support Engineer (with QA / Testing Focus)

Location: Remote – Mexico

Department: Support & Operations

Type: Full-Time

Mon - Fri: 3:00AM - 11:00AM CST

*All resumes, cover letters and portfolios must be submitted in English to be considered for this position.

About Synchtank

Synchtank's mission is to improve the music industry by building an ecosystem for music data. Our SaaS solutions cater to the evolving needs of music and media companies, enhancing efficiency, transparency, and control in rights management, royalty accounting, and more. Our goal is for the music industry to run on Synchtank.

Our core values:

• We Not Me: We win together.
• Own It: Take accountability.
• Get Sh*t Done: Be results-driven.
• Assume Best Intent: Trust and empathy first.
• Think Bigger: Challenge the status quo.

Overview

We are seeking a Help Desk & Application Support Engineer based in Mexico to join our global support team. This role involves technical troubleshooting, application testing, and excellent customer communication. You will diagnose and resolve customer issues, validate application behavior, and collaborate with developers, QA, and operations teams.

Key Responsibilities

Customer Support & Communication

• Serve as the first point of contact for technical and product support via phone, email, and ticketing system.
• Communicate clearly and professionally in English, including technical terminology.
• Log, track, and escalate issues following internal processes and SLAs.
• Deliver high-quality customer interactions — empathetic, patient, and solutions-focused.
• Contribute to building a positive support reputation (“give good customer”).

Networking & Infrastructure

• Solid understanding of networking fundamentals (TCP/IP, DHCP, routing, VPNs, HTTP/S).
• Diagnose and resolve common connectivity or configuration issues.
• Work with DNS, SSL/TLS, and related encryption or security topics.
• Understand how infrastructure components interact in multi-tier web environments.

APIs & Browser Troubleshooting

• Interact with REST APIs for troubleshooting, verification, and data analysis.
• Authenticate and craft API calls using Postman, curl, or scripting tools.
• Interpret JSON responses, detect errors, and assist in backend investigations.
• Use browser developer tools to inspect requests, cookies, cache, and performance metrics.

Cloud & Systems Operations

• Perform service checks and basic troubleshooting in AWS (or other major cloud providers).
• Familiarity with Docker / containerized applications and deployment workflows.
• Understand how backend components such as nginx, php-fpm, and MySQL operate together.
• Gather relevant logs, metrics, or traces to support issue analysis.

Monitoring & Observability

• Use Grafana, Prometheus, or similar tools to monitor system health and performance.
• Identify anomalies, correlate metrics, and suggest improvements to dashboards or alerts.
• Collaborate with the engineering team to define effective monitoring indicators.

Logging & Root Cause Analysis

• Work with OpenSearch / Elasticsearch to search, filter, and analyze log data.
• Identify patterns or anomalies to support root cause investigations.
• Build and maintain dashboards or alert rules based on recurring issues.

Application Testing / QA Collaboration

• Reproduce customer issues and validate fixes or new feature deployments.
• Work closely with QA teams to execute functional or regression tests.
• Log defects with detailed technical reproduction steps.
• Verify frontend–backend consistency through API and UI checks.

Operational Excellence

• Contribute to improving support procedures and documentation.
• Maintain awareness of SLAs, escalation paths, and operational priorities.
• Participate in incident reviews and post-mortems.
• Suggest FAQ and internal knowledge base updates based on recurring issues.

Requirements

• Based in Mexico, with a reliable remote internet setup.
• Fluent in English, both spoken and written, including technical language.
• Available to work UK business hours.
• 2–4 years’ experience in technical support, help desk, or application operations roles.
• Understanding of web technologies, REST APIs, and network troubleshooting.
• Basic familiarity with AWS, Docker, and SQL databases.
• Experience with monitoring or logging platforms (Grafana, Prometheus, Elasticsearch, etc.).
• Strong analytical thinking, customer empathy, and problem-solving mindset.

Preferred Qualifications

• Exposure to QA testing workflows and test case execution.
• Familiarity with ticketing systems (Jira Service Management, Zendesk, Freshdesk, etc.).
• Experience supporting SaaS or web-based applications.
• Understanding of CI/CD and version control workflows.
• Knowledge of ITIL principles or operational best practices.

Why Join

• Join a globally distributed team supporting industry-leading software.
• Gain hands-on experience across modern tools, APIs, and cloud platforms.
• Career development opportunities into QA, DevOps, or Cloud Operations.
• Competitive salary and flexible remote culture once training is complete.

Job Type: Full-time

Pay: $15,000.00 - $27,000.00 per month

Experience:

• Technical Support: 2 years (Required)
• Help Desk: 2 years (Required)
• Application Operations: 2 years (Required)
• with Grafana, Prometheus or Elasticsearch: 2 years (Required)
• QA testing workflows and test case execution: 2 years (Required)

Work Location: Remote