Support Engineer - Veterinary HealthTech (Mexico)

At Truelogic we are a leading provider of nearshore staff augmentation services headquartered in New York. For over two decades, we’ve been delivering top-tier technology solutions to companies of all sizes, from innovative startups to industry leaders, helping them achieve their digital transformation goals.

Our team of 600+ highly skilled tech professionals, based in Latin America, drives digital disruption by partnering with U.S. companies on their most impactful projects. Whether collaborating with Fortune 500 giants or scaling startups, we deliver results that make a difference.

By applying for this position, you’re taking the first step in joining a dynamic team that values your expertise and aspirations. We aim to align your skills with opportunities that foster exceptional career growth and success while contributing to transformative projects that shape the future.

We are a veterinary software company that helps practices enhance patient care, improve staff efficiency, and minimize burnout. We were founded in 2017 and are a mid-size company (50-100 people) that has used Elixir from the start. Our back-end runs fully in Elixir with our front-end in React, with GraphQL connecting the two.

The Support Engineer is an independent contractor who sits within the Platform organization and serves as a dedicated technical resource for the Customer Experience (CX) team. This role owns the resolution of technical tickets opened by CX, including customer onboarding and decommissioning workflows, data migrations, and a broad range of infrastructure and platform-level requests. The Support Engineer is not embedded in CX but works in close partnership with them, translating operational needs into reliable technical execution. This is an excellent opportunity for a technically skilled individual who enjoys working at the intersection of platform engineering and customer operations, and who can operate with a high degree of autonomy. The Support Engineer will gain deep exposure to the company's infrastructure and product ecosystem while directly impacting customer satisfaction and time-to-resolution. Due to the production access required for this role, a background check is a condition of engagement.

Responsibilities

• Customer Lifecycle Management: Handle technical onboarding (provisioning environments, configurations, integrations, and data imports) and decommissioning (data exports, environment teardown, access revocation).

• Data Migrations & Quality: Perform structured data migrations between systems, including data validation, transformation, and quality assurance to ensure data integrity.

• Technical Ticket Resolution: Own and resolve technical tickets escalated by the CX team, including environment troubleshooting, bulk updates, and complex platform issues.

• CX Partnership & Communication: Collaborate closely with Customer Success and Implementation managers to clarify technical needs and communicate outcomes clearly.

• Automation & Process Improvement: Identify recurring issues to build tools, runbooks, and automation that reduce ticket volume and speed up resolution times.

Qualifications and Job Requirements

• SQL & Database Management: Advanced proficiency in writing and executing complex queries to facilitate data extraction, transformation, validation, and large-scale migrations across relational databases.

• AWS Cloud Infrastructure: Hands-on expertise with core AWS services (including RDS, S3, EC2, and ECS) to effectively support and maintain cloud-hosted client environments.

• Kubernetes Orchestration: Sound working knowledge of cluster operations, pod lifecycle management, and workload troubleshooting in containerized environments.

• Infrastructure as Code (Terraform): Practical experience interpreting and applying Terraform configurations to streamline automated environment provisioning and decommissioning workflows.

• Version Control & CI/CD (Git/GitHub): High level of comfort managing infrastructure repositories, including creating, reviewing, and merging Pull Requests for Terraform and Helm codebases.

• Helm Deployment: Proficiency in deploying and managing Helm charts to handle customer environment setups and teardowns efficiently.

• English Proficiency: Must-have C1-level fluency (written and spoken) to communicate effectively, translate technical concepts into plain language, and collaborate seamlessly across teams.

What We Offer

• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.

• Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.

• Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.

• Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.

• Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

Why You’ll Like Working Here

• A Culture That Values You: We prioritize well-being and work-life balance, offering engagement activities and fostering dynamic teams to ensure you thrive both personally and professionally.

• Diverse, Global Network: Connect with over 600 professionals in 25+ countries, expand your network, and collaborate with a multicultural team from Latin America.

• Team Up with Skilled Professionals: Join forces with senior talent. All of our team members are seasoned experts, ensuring you're working with the best in your field.

Apply now!