Application Support Engineer (Guadalajara)
Job Type: Full time
Job Number: JR-021047
Location: Guadalajara, MXIf you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
Position Summary:
The Application Support Engineer is responsible for resolving escalated technical support issues for student- and staff-facing products and tools. This role requires direct collaboration with EdTech product teams as a subject matter expert. The Engineer responds to escalated telephone, email, and chat support requests, providing technical assistance to students and staff. As a technical expert on the team, the Engineer will handle complex issue resolution and possess an intermediate to senior level understanding of internal applications and systems within the university. Additionally, this role involves demonstrating leadership principles, mentoring others in technical expertise, and delivering outstanding customer service.
Primary Responsibilities:
Serve as a subject matter expert, providing advanced support to staff and students while assisting EdTech teams.
Review and resolve escalated calls, emails, and web tickets for end users and university staff.
Log all relevant details and ensure timely resolution of incidents and service requests.
Build relationships with key business leaders, including executive management.
Act as a technical liaison between teams to facilitate integrations and troubleshooting.
Provide consulting and mentoring to Tier-1 and Tier-2 teams on both technical and leadership skills.
Maintain ownership of incidents, ensuring accurate tracking and timely resolution.
Lead or participate in training sessions to improve knowledge of external systems and operations.
Collaborate with other teams to implement standardized practices for system security.
Perform additional job-related duties as assigned.
Knowledge, Skills, and Abilities:
Strong analytical skills combined with excellent communication and customer service abilities.
Professional verbal and written communication skills.
Ability to work independently, analyze problems, and make decisions with minimal supervision.
Proactively engage technology infrastructure and other teams when necessary.
Anticipate potential obstacles and develop contingency plans.
Stay up to date on emerging technologies, architectures, and best practices.
Effectively manage multiple issues in a high-pressure, fast-changing environment.
Adapt to multiple tasks and interruptions efficiently.
Follow standards and best practices across various technology areas.
Education & Experience:
Bachelor's degree in computer information systems, Computer Science, or a related field.
Minimum of 1 year of relevant experience with Service now or any other ticketing platform.
Equivalent Experience in Lieu of Education:
Equivalent relevant experience performing essential job functions may substitute for formal education. Generally, 1 year of experience is considered equivalent to 1 year of education at the hiring manager's discretion.
Location: Guadalajara.
As an equal opportunity employer, we recognize our strength lies in our people and commit to creating an inclusive environment where all can thrive, regardless of race, age, gender orientation, sexual orientation, religion, or disability.
Learn more about our WGU Mexico Team by clicking here.
Learn more about our WGU Mexico Team by clicking here.
