Helix - Technology Solutions Specialist - Mexico

Job Name: Technology Solutions Specialist

Location: Mexico, Jalisco, Guadalajara

Job ID: 60943

Hybrid work, travel up to 10%

Responsibilities

• Performs 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.
• Identifi...