Helix - Technology Solutions Specialist - Mexico

Job Name: Technology Solutions SpecialistLocation: Mexico, Jalisco, GuadalajaraJob ID: *****Hybrid work, travel up to 10%ResponsibilitiesPerforms end-to-end problem investigations, including structured root cause analysis (RCA), by analyzing incident data, evaluating contributing factors, and collaborating across teams to drive resolution tracking.Develops and delivers clear, concise, and fact-based customer-facing RCA documentation, translating technical findings into structured summaries that include impact, root cause, contributing factors, and corrective and preventive actions.Works closely with R&D, SaaS Operations, and Technical Customer Support teams to collect data, validate analysis, and progress investigations.Ensures problem records are updated and maintained with accurate status, findings, and action tracking in accordance with defined Problem Management processes.Identifies recurring issues and contributes to the creation of problem records based on incident trends and ...