Feeny
Brillio

Senior Software Development Engineer at Brillio (Guadalajara Jalisco, Mexico)

Brillio· Guadalajara Jalisco, Mexico·

Role details

Work type
Hybrid
Level
Senior

Job description

Lead Engineer

Primary Skills

  • Manage Product Backlog, Incident Management, ITSM, Desktop Support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, ITIL - Incident Managment, Change Management, Service Desk

Job requirements

  • Experience Range: With at least 4 to 6 years of experience in IT service management and service desk operations, including hands-on expertise in incident management and technical support. Key Responsibilities: 1. Lead service desk operations, ensuring prompt resolution of user issues and adherence to SLA targets. 2. Drive incident and change management processes using ITSM and ITIL frameworks to enhance service reliability. 3. Troubleshoot and resolve hardware, software, network, VPN, and email-related incidents for end users. 4. Administer user accounts, password resets, and access requests via Active Directory and ticketing tools. 5. Monitor ticket queues, escalate complex issues, and maintain accurate documentation in the knowledge base. 6. Collaborate with infrastructure, network, and application teams to resolve cross-functional incidents. 7. Identify and implement process improvements to optimize service desk workflows and increase efficiency. 8. Report on service desk performance, KPIs, and SLA compliance to support operational excellence. Required Skills: 1. Service desk operations 2. Incident management 3. ITSM and ITIL framework expertise 4. Windows 10/11 administration 5. Active Directory management 6. Ticketing tools (ServiceNow, Remedy, Jira Service Management) 7. Microsoft 365 support 8. Remote desktop troubleshooting 9. Network troubleshooting (TCP/IP, VPN) 10. Hardware and software support Preferred Skills: 1. Azure Active Directory administration 2. Endpoint management 3. Basic server administration 4. ITIL governance and escalation management 5. Vendor management 6. KPI and SLA reporting Desired Qualifications: 1. Bachelor's degree in Computer Science, Information Technology, or a related field 2. ITIL Foundation certification 3. Microsoft Certified: Modern Desktop Administrator 4. CompTIA A+ or Azure Fundamentals (AZ-900) certification

Why work at Brillio

  • Culture: Rated 4.0/5.0 on Glassdoor (2,264 reviews) and 4.0/5.0 on LinkedIn; 80% would recommend to a friend; Great Place to Work® certified in the USA.
  • Work environment: Engineers get meaningful ownership within clear guardrails – autonomy to make architecture and trade-off calls on their workstreams.
  • Learning & growth: Brillio Academy, hackathons, personalized career development framework; exposure to cutting-edge GenAI and agentic AI projects.
  • Remote / hybrid / office: Not explicitly stated, but global delivery locations suggest a mix of on-site and remote (roles posted across multiple countries).
  • Benefits: “BYou” wellness program built on four pillars of wellness – personal and professional well-being and development.
  • Interview process: Focus on software fundamentals, LLMs, RAG, agents, evaluation, and a design or debugging exercise; candidates should be ready to walk through a real system they shipped.

Application questions