What you'll do

We're looking for an IT Support Engineer to join our technology team in Mexico City. This role is ideal for a systems engineer who thrives in a collaborative environment and is passionate about delivering excellent internal customer support. You will be the backbone of our local infrastructure, ensuring that every Claridian has the tools and connectivity they need to drive our mission forward.

In this role, you will:

• Manage and troubleshoot network infrastructure using Cisco, Fortinet, and Unifi equipment to ensure high-performance connectivity.

• Provide high-touch technical support for Windows and macOS systems, troubleshooting hardware and software issues at the machine level.

• Oversee Google Workspace administration, managing user accounts, security permissions, and collaborative tools.

• Manage Mobile Device Management (MDM) solutions to ensure all company hardware is secure and compliant.

• Handle equipment setup, configuration, and deployment, including supporting office technology infrastructure and basic electrical/electronic systems.

• Respond to support tickets and technical requests promptly via Slack, communicating technical solutions clearly to non-technical users.

• Collaborate with cross-functional teams to resolve issues efficiently, maintaining a high standard of internal customer service.

Who you are

“We’re looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.”

Must haves

• Bachelor's degree in Systems Engineering, Computer Science, or a related technical field.

• 1-3 years of experience in IT support or a similar technical infrastructure role.

• Working proficiency in English and Spanish; ability to navigate technical documentation and communicate with global teams.

• Strong networking knowledge with hands-on experience in Cisco, Fortinet, or Unifi equipment.

• Proficiency in Google Workspace administration and solid understanding of Windows and macOS operating systems.

• Experience with MDM platforms for fleet management and security.

• Adaptability to fast-changing environments and a proactive attitude toward solving complex hardware/software issues.

• Proven role-specific execution in managing office technology and internal support systems.

Nice to haves

• Experience or interest in AI tools to automate internal support workflows or ticketing responses.

• Independent analytical skills using spreadsheets or data analysis tools to track asset lifecycles and support metrics.

• Basic understanding of electrical circuits and electronics maintenance.

• A good sense of humor.

About the Role

Alvys is building the operating system for modern freight with a multi-tenant SaaS platform that streamlines day-to-day transportation operations. As a Senior Product Engineer, you will be a senior individual contributor who owns meaningful product areas end-to-end: shaping what we build, how we build it, and whether it worked for customers.

This role is designed for engineers who want to sit at the intersection of engineering execution, product judgment, and operational ownership, and who are excited to build with AI as a first-class part of the workflow.

We are moving quickly toward an AI-first operating model across the company. On the engineering side, we have shifted from a traditional model with many handoffs (PRDs → designs → engineering → QA) to a product engineering model where engineers are accountable for outcomes and leverage AI to accelerate delivery.

AI is a core part of how we build

We are building Alvys with AI as a first-class part of the workflow. As a Senior Product Engineer, you will use AI to move faster while keeping quality high, and you will still be accountable for outcomes.

You will be expected to be fluent in modern AI tooling and patterns, including:

• Using AI tools to accelerate implementation, debugging, and test generation.
• Reviewing and hardening AI-generated code with strong engineering judgment.
• Iterating quickly with customer feedback and production signal.
• Contributing to evolving team practices as the AI toolchain changes.

In this role, “senior” is measured by impact. That means owning customer and business outcomes, influencing product direction through strong problem framing and tradeoffs, and shipping and operating production systems with a reliability mindset.

Industry Insight

Transportation logistics is massive, fragmented, and still underserved by modern software. The work is complex, the stakes are high, and the opportunity is huge: improving how freight moves impacts costs, service levels, and reliability across the economy.

Alvys is positioned at the center of this shift. We are a modern, cloud-native Transportation Management System (TMS) serving carriers and brokers, with growing adoption among larger fleets. As customers move upmarket, the required workflow sophistication increases dramatically—planning, execution, tracking, compliance, billing, and settlement all need to work together reliably.

At the same time, the industry is entering an AI-driven transition. The next wave of logistics software will not just record what happened; it will help operators make better decisions in real time by reducing manual work, surfacing the right information, and automating repetitive operational tasks. Our strategy is to build AI into the product where it creates leverage for dispatchers, fleet managers, and operations teams—so customers can run faster, with more clarity, and with fewer surprises.

About Alvys

Alvys is on a mission to revolutionize transportation logistics. We are evolving from a delivery organization into a product engineering organization—one that blends technical excellence with deep product context and financial accountability.

We measure success by impact, not output. We balance innovation with sustainability—every feature we build comes with a maintenance cost we own. We think like operators, not just builders—reliability and performance are features, not afterthoughts.

Engineering Principles

1. Build for Real-World Impact — Our users rely on Alvys to solve real problems, not abstract ones.
2. Extreme Ownership and Empowerment — If it’s in production, it’s yours—quality, uptime, and results.
3. Technology Debt is Strategic, Not Accidental — We incur debt deliberately, and pay it down deliberately.
4. Simplicity Scales; Complexity Costs — We reduce complexity to lower cognitive load and speed up delivery.
5. Radical Transparency — We share context and data to drive alignment and decision-making.

Engineering Culture:

• Move Fast, Learn Fast — Speed is an advantage when paired with good judgment.
• Own the Outcome — We own outcomes end-to-end, not tickets.
• Engineering-Led, Customer-Driven — We lead with technical strategy, grounded in customer reality.
• Pragmatism Over Purism — Maintainability and business impact beat theoretical perfection.
• People Over Heroics — Sustainability matters; we don’t reward burnout.

Tech Stack

• Backend: .NET/C#, CosmosDB, Postgres, Elastic Search, Azure services
• Frontend: TypeScript, React, Angular
• Infrastructure & Ops: Azure, Azure Monitor, Application Insights, CI/CD through DevOps / GitHub Actions
• Integrations: Multiple third-party APIs and workflow systems

Responsibilities

• Product ownership (outcome-driven): Own a product area end-to-end, including problem framing, implementation, rollout, and iteration.
• Technical leadership: Lead multi-person projects, write and review design docs, and make sound architectural decisions.
• Operational excellence: Build systems that are observable and reliable, participate in incident response, and drive post-incident improvements.
• Cross-functional collaboration: Partner closely with Product, Design, and operational stakeholders to ship high-leverage workflow improvements.
• Mentorship: Mentor engineers through code reviews, pairing, and setting high standards for quality and product thinking.
• Complexity reduction: Identify opportunities to simplify architecture, workflows, and UX to improve both customer experience and developer velocity.

Minimum Qualifications

• 5+ years of professional software engineering experience, with ownership of production systems.
• Strong proficiency in at least one modern programming language (C#, TypeScript, Java/Kotlin, etc.).
• Full-stack capability: you can contribute across backend services and web UI when needed, and you are comfortable working end-to-end (API → data → UI).
• Experience building and operating production software, including debugging, monitoring/alerting, and performance tuning.
• Experience with data stores in production (relational and/or NoSQL).
• Experience with at least one major cloud provider (Azure, AWS, or GCP).
• Strong collaboration and communication skills with cross-functional partners (Product, Design, and operations stakeholders).

Note: We care more about demonstrated ability to ship and own outcomes than a specific degree or background.

Preferred Qualifications

• AI-first product engineering experience: you have actively used AI to ship product faster (not just experimentation), and you have refined your personal/team workflow over time.
• Championing AI adoption: experience introducing AI tooling to a team, setting lightweight standards (prompt/playbook patterns, review practices, safety/quality checks), and helping others level up.
• Strong React proficiency: experience building complex, data-heavy UIs in React and TypeScript, including performance, state management, and maintainable component architecture.
• Design systems experience: experience building, evolving, or operating within a design system (component libraries, tokens, accessibility, consistency), and partnering effectively with Design.
• Experience building and operating large-scale systems, with a focus on reliability, performance, and cost.
• Experience with observability and operational rigor (dashboards, alerting, incident response, performance tuning).
• Experience with .NET/C#, CosmosDB, Postgres, Elastic Search, and modern web APIs.
• Experience mentoring engineers and raising engineering quality through design reviews, code reviews, and strong technical standards.
• Experience in logistics or transportation software is a plus.

Equal Employment Opportunity

Alvys is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.

We are dedicated to growing a diverse team of highly talented people. We’re dedicated to building a workplace where we give each other the strategies, support, and space we each need to thrive—believing in and bringing out the best of everyone.

If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs.

For information about Alvys's privacy practices, see our Privacy Policy.

#LI-Remote

About the team:

The Fleet Operations Team drives uptime and operational performance across Formic’s growing fleet of deployed robotic systems. Working inside live manufacturing environments, the team diagnoses issues, restores production, and continuously improves system reliability at scale. Fleet Operations operates at the intersection of robotics, controls, and real-world factory execution, ensuring Formic’s automation delivers consistent, measurable performance across diverse industrial applications.

About the role:

As a Remote Service Coordinator, you will play a critical role in supporting the day-to-day execution of our Field Service organization. You will manage service scheduling, monitor customer site needs, triage inbound communications, and ensure the right technician is deployed at the right time.

You will serve as the first point of contact for inbound service calls, quickly gathering key context and routing issues to the appropriate field engineer or internal team. Success in this role requires strong organizational discipline, clear communication, and the ability to maintain clarity in a fast-moving environment with shifting priorities.

In this role you will:

• Answer inbound calls from customers and partners with professionalism and urgency
• Gather key context to determine whether the request requires technical support, service dispatch, or escalation
• Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability
• Log call details and follow-up items in ticketing, Slack, email, and CRM systems
• Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities
• Monitor incoming emails, alerts, and customer updates to identify risks and action items
• Track travel plans, site access windows, and technician availability to prevent gaps or overlaps
• Escalate urgent issues early when leadership visibility is required
• Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues
• Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates
• Escalate site delays, resourcing gaps, and repeat issues as needed
• Maintain documentation and standard work related to scheduling, call handling, and service workflows
• Partner with service leadership to improve tools, processes, and operational clarity
• Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution
• Track technician utilization, site coverage, and system downtime
• Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction

What makes you a great fit:

• 3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations
• Experience supporting field service teams in automation, robotics, manufacturing, or industrial environments
• Comfort operating across multiple systems and communication channels simultaneously
• Fast, clear communicator with a calm and professional phone presence
• Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations

Compensation: Compensation for this remote contractor role will be determined based on the scope of work, level of responsibility, and the contractor’s experience. The final compensation structure will be outlined in the independent contractor agreement.

Our Total Rewards

At Formic, we believe people do their best work when they feel supported both professionally and personally. For international consultants, we offer a focused set of benefits and engagement perks designed to support flexibility, ownership, and impact, including:

• Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
• Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
• Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
• Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy

Compensation Philosophy

Formic’s pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage within each local market. Equity represents a meaningful part of our mutual investment: when Formic succeeds, so do you.

Final offers are customized based on experience, geographic location, and local market considerations, along with a candidate’s preferred balance of cash and equity. Our goal is to attract and reward top talent who will have significant impact, and we are open to thoughtful discussions to align on the right structure.