Demonstrates expertise in providing Level 1 and Level 2 technical support for customs brokerage applications, with a strong focus on incident management, troubleshooting, and operational performance metrics. Proficient in coordinating with cross-functional teams and maintaining documentation for continuous service improvement.

Highest-signal resume keywords

Technical Support ExperienceIncident ManagementSlamnet Application KnowledgeITSM Platform FamiliarityEnglish Proficiency B1–B2

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide Level 1 and Level 2 technical and functional support for customs brokerage applications used by UPS Mexico operations
Serve as the initial point of contact for Slamnet Parcel and other supported local brokerage applications
Diagnose and classify application defects, configuration issues, operational errors, user knowledge gaps, and enhancement requests
Coordinate with business operations, infrastructure teams, database administrators, and application vendors to resolve incidents
Deliver remote, telephone, and scheduled onsite application support
Troubleshoot application, system access, and connectivity incidents
Register, manage, and follow up on incidents and service requests through approved ITSM platforms
Escalate complex technical or functional issues
Maintain troubleshooting documentation, logs, knowledge articles, incident records, and operational documentation
Collect evidence for technical investigations, including screenshots, recordings, logs, input/output files, test data, and reproducible scenarios
Participate in functional, integration, and regression validation for fixes, patches, upgrades, and approved changes
Coordinate communications and handovers during critical incidents and staggered shifts
Track SLAs, vendor cases, incident resolution, and service requests
Support contingency and recovery procedures within the defined service window
Produce operational performance metrics and service reports
Participate in continuous service improvement

Requirements

What you’ll need

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
Knowledge of customs entry processing applications, preferably Slamnet
Knowledge of Windows operating systems, Microsoft Office, and remote support tools
Basic understanding of application connectivity, system access, and infrastructure-related incidents
Basic understanding of international trade
Familiarity with customs brokerage, import/export processes, and customs entry processing workflows
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 UPS airport operations office onsite once per week
Familiarity with Mexican customs entry processing systems, preferably Slamnet

Benefits

Comp & perks

Remote work on remaining scheduled workdays, subject to UPS policies and operational requirements
No standard support coverage on Saturdays, Sundays, or applicable Mexican public holidays
No on-call, standby, or after-hours requirement
No weekend, public holiday, overnight, standby, or on-call coverage in the standard service arrangement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportTroubleshootingIncident ManagementApplication SupportCustoms Entry ProcessingWindows Operating SystemsRemote Support ToolsApplication ConnectivityOperational DocumentationService Reporting

Soft Skills

Communication SkillsProblem-SolvingCollaborationAdaptabilityCustomer Service Orientation

Tools & Technologies

ITSM PlatformsTicketing SystemsMicrosoft OfficeRemote Support Tools

Certifications & Qualifications

Bachelor’s Degree in Information TechnologyTechnical Qualification in Computer Science

Industry Keywords

Customs BrokerageImport/Export ProcessesInternational TradeCustoms Entry Processing Workflows