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The company.

Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous learning.

Our people.

At Toshiba, all team members are empowered to take responsibility and develop innovative solutions to our customers' most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration.

What will you bring to the team.

We are responsible for resolving issues in our complex software stack for our global retail customers.  Whether it’s bug fixes or providing other creative solutions, we are essential in maintaining world-wide revenue flow for top 25 retailers. Every day, our team learns something new.  If you are passionate about learning daily, this is the team to join. We are continuously exploring and building new support methodologies and techniques; enhancing our support processes; creating debugging tools; interacting with customers; and improving our team's soft and hard skills.

Your creativity and drive for positive changes is required, not just to propose solutions but also to take ownership of implementation. This could be in our internal Stack Overflow support instance, modifying or creating new Jenkins jobs, test automation, changing or adding new customer environments in our support infrastructure (virtualized or physical).  We have a lot to do, and we are looking for great technical people like you to be part of a team that delivers outstanding SW support. Our SW Support organization is currently involved with the following technologies: Java, JavaScript, C++, Linux, cloud, docker, microservices, Ovirt, Jenkins, MongoDB, DB2, PostgreSQL, OpenAPI, and many other technologies and frameworks.

What you will be doing:

• Respond to customer SW Support requests in a timely and accurate way, via our ticket system, phone, email.
• Analyze traces/customer logs to identify product configuration problems.
• Attempt the recreation of customer issues on his/her local environments (virtual or physical).
• Update our internal/external databases with information about technical issues and useful discussions with customers.
• Share feature requests and effective workarounds with customers and team members.
• Keep customers informed about issues being worked/analyzed, providing frequent, and meaningful updates.
• Follow up with internal teams and with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales and Marketing teams.
• Drive Software improvements upstream to development and test groups to reduce defects getting to the field.
• Engages with other functions and organizations to resolve issues (e.g., other products, services, HW/drivers, etc.).
• Contribute to efforts to optimize current processes, often collaborating with other groups within Support to improve day-to-day activities.
• Performs other related duties as assigned.

Naturally to be successful in this role, you must have and know of:

• Computer Science Engineering, Software Development, or related.
• +4 years of experience working in software development and/or support with Java or C++, with strong knowledge of software development life cycle process.
• Solid ability to effectively prioritize work, juggle daily support responsibilities, and customer responsiveness.
• Excellent interpersonal and communication skills.
• Solid Problem Analysis and problem-solving skills: solid ability to troubleshoot a complex issue down to potential contributing components, identify root cases if possible, or gather supporting evidence for escalation.
• +2 years of relational DB development/support experience (SQLite, PostgreSQL, or DB2).
• Conversational English.

Nice to have:

• Experience with customer SW support.
• Experience with Supporting and maintaining Cloud applications (SaaS, IPaaS, PaaS).
• Experience with hardware.

We offer:

• Hired directly by Toshiba and 100% under payroll.
• Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
• Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
• Minor medical expenses insurance.
• Savings fund for employees, capped at the limit of the law.
• Grocery coupons.
• Pension plan.
• 30 days of Christmas bonus.
• 12 days of vacation plus 6 floating days.