Technical Support Specialist III at Remitly

Mexico

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Healthcare, ScienceIndustries

Requirements

Education: 2-year technical degree + Bachelor’s degree required; technical certifications or equivalent work experience
Experience: 3+ years of Service Desk Specialist experience
Certifications: A+ Certification or other relevant technology certifications preferred
Advanced troubleshooting of IT infrastructure and operations issues
Hardware/software installation and configuration
Knowledge of backup procedures and monitoring tools
Strong written/verbal communication and technical documentation skills
Ability to travel occasionally (<25%)

Responsibilities

Serve as the primary escalation point for Service Desk Specialists
Monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
Initiate corrective actions to ensure connectivity and minimize downtime
Perform complex and escalated troubleshooting for IT infrastructure (hardware, software, telecommunications, business applications, customer connectivity)
Configure and set up workstations and laptops
Develop detailed technical documentation and standard operating procedures (SOPs)
Respond to internal and external inquiries regarding computer hardware/software to resolve complex problems
Perform daily backup procedures and ensure compliance with IT security standards
Liaise with third-party vendors for problem resolution and rollout of new software packages, upgrades, and hardware
Provide technical support at trade shows, including occasional travel (<25%)
Participate in troubleshooting sessions and advise colleagues on resolution strategies
Ensure IT infrastructure availability through monitoring tools and proactive issue resolution
Perform all other duties as assigned

Skills

Key technologies and capabilities for this role

IT OperationsTechnical SupportTroubleshootingHardware SupportSoftware SupportIT InfrastructureTelecommunicationsBusiness ApplicationsService DeskSystem Monitoring

Questions & Answers

Common questions about this position

What is the location for this Technical Support Specialist III role?

The position is based in Mexico City and requires joining the IT Operations team there.

What education and experience are required for this position?

A 2-year technical degree plus a Bachelor’s degree is required, along with technical certifications or equivalent work experience and 3+ years of Service Desk experience.

Is travel required in this role?

Yes, the role includes providing technical support at trade shows with occasional travel, less than 25%.

What does the team at Elsevier focus on?

The team is part of Elsevier, a global leader in advanced information and decision support for science and healthcare, working to shape human progress by advancing science and healthcare.

What salary or compensation does this role offer?

This information is not specified in the job description.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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