Brokerage Applications Support Specialist | Hybrid in AIFA [CDMX]

A leading and growing company in Latin America is seeking:

Brokerage Applications Support Specialist

Key Responsibilities

• Deliver remote, telephone, and scheduled onsite application support.
• Troubleshoot incidents involving applications, system access, and connectivity.
• Register, manage, and follow up on incidents and service requests through approved ITSM platforms.
• Escalate complex technical or functional issues to appropriate support groups.
• Identify recurring issues and operational risks, and maintain troubleshooting documentation, logs, and knowledge articles.
• Collect, document, and organize evidence for technical investigations.
• Participate in application validation related to fixes, patches, upgrades, and approved changes.
• Coordinate communication during critical incidents within the established support window.

Required Experience

• 1–3 years of experience in Help Desk, Service Desk, Technical Support, or Application Support.
• Experience providing remote and telephone-based support.
• Familiarity with incident management and troubleshooting processes.
• Experience with ticketing or ITSM platforms preferred.
• Experience supporting business-critical applications desirable.

Technical Knowledge

• Customs entry processing applications, preferably Slamnet.
• Windows operating systems; Microsoft Office; remote support tools.
• Incident management and troubleshooting methodologies.
• Enterprise brokerage applications and supporting technologies.
• Basic understanding of application connectivity, system access, and infrastructure-related incidents.

Business Knowledge

• Basic understanding of international trade.
• Familiarity with customs brokerage, import/export processes, and customs entry processing workflows.
• Knowledge of logistics and supply chain operations preferred.

Position Requirements

• Bachelor’s degree or technical qualification in Information Technology, Computer Science, Information Systems, or a related field.
• English proficiency at B1–B2 level (CEFR), with conversational skills sufficient to communicate with international teams, participate in support calls, and coordinate incident resolution in English.
• Ability to work an assigned staggered schedule within the established support coverage window.
• Ability to attend the designated airport operations office onsite once per week.
• Advanced conversational English (will be assessed during the interview process).
• Work arrangement: Hybrid — mandatory onsite attendance once weekly.
• Location: City metropolitan area: Felipe Ángeles International Airport (AIFA)
• Salary: MXN $65,000 gross per month.
• Benefits: Excellent benefits package, including benefits above the statutory minimum.