Technical Support Trainee

About Enroute

Enroute is a technology-driven team that values innovation, social responsibility, continuous learning, and getting things done. The company emphasizes trust, curiosity, and a positive, high-energy culture where people are encouraged to grow and enjoy their work.

The workplace is described as supportive and people-focused, with strong attention to employee well-being, flexible schedules, and an environment built around balance, respect, and community.

Role overview

Enroute is hiring a Technical Support Trainee for a 3-month project, with the possibility of an extension. The role sits on a high-impact team that helps design, build, and improve a customer-facing application.

This trainee position is centered on supporting the review, investigation, and resolution of technical problems raised by clients and internal teams. The work involves incident handling, practical troubleshooting, analyzing data to spot recurring patterns, and escalating issues to the right teams in a timely manner. The trainee will collaborate closely with senior support engineers and operations staff to make sure problems are correctly identified, recorded, and resolved.

Responsibilities

• Track and review technical incidents reported by customers or internal stakeholders.
• Investigate issues through hands-on troubleshooting and structured analysis.
• Identify trends, patterns, and repeated failure points across support cases.
• Escalate unresolved or complex issues to the appropriate internal teams.
• Work with senior support engineers and operations teams to support effective resolution.
• Document findings clearly and keep ticket updates accurate and timely.
• Use logs, dashboards, and technical tools to help diagnose problems.
• Follow support workflows, escalation procedures, and SLA-based timelines.

Requirements

• A bachelor’s degree in Software Development, Computer Science, or a related discipline.
• Solid grasp of software basics, including programming concepts, APIs, and data flow.
• Working knowledge of at least one programming or scripting language such as Python or JavaScript.
• A structured and methodical approach to technical problem-solving.
• Comfort using logs, monitoring dashboards, and similar technical tools.
• Strong written communication skills for documentation and ticket notes.
• Careful attention to detail and the ability to follow issues through to closure.
• Readiness to learn support processes, escalation paths, and SLA-driven work.
• Nice to have: internship, academic, or lab experience involving debugging or system analysis.
• Nice to have: familiarity with ticketing tools such as Jira, ServiceNow, or Zendesk.
• Nice to have: exposure to monitoring platforms, databases, or cloud environments.
• Nice to have: basic understanding of incident management or support operations.

Perks and benefits

• Monetary compensation.
• Year-end bonus.
• IMSS, AFORE, and INFONAVIT coverage.
• Major medical expenses insurance.
• Life insurance.
• Funeral expense coverage.
• TDU membership.
• MediAccess access.
• Subsidy for health check-ups.
• Preferential car insurance rates.
• Paid vacations.
• Official Mexican holidays off.
• Life Happens Days.
• Bereavement leave.
• Civil marriage leave.
• English classes.
• Certification support.
• Educational agreements with Talisis, U-ERRE, UNID, TecMilenio, Tec de Monterrey, UDEM, and SPIS.
• Corporate agreements and discounts with Sorteos Tec, Envia Flores, and TopGolf.
• Taquitos Rewards.
• Birthday bonus.
• Work-from-home bonus.
• Laptop policy.

Additional information

The role is offered as a 3-month project with a possible extension. The job is based onsite in the United States. The source mentions a strong culture of flexible schedules, benefits, compensation, and work-life balance.

Skills

The position calls for problem-solving, technical troubleshooting, incident management, support documentation, communication, data analysis, structured thinking, APIs, programming basics, and familiarity with support tools.

Compensation notes

The source indicates that compensation is provided, but no exact salary figure was specified.