Problem Resolution Coordinator at EDAG Mexico — Rochester, USA | Base Career

Full Job Posting

Coordinate and track software and system network-related issue tickets throughout the development process.
Review incoming tickets for completeness, consistency, and required technical information.
Based on high-level analysis, assign each ticket to the best member of the global engineering team to lead theneeded change estimation or problem investigation.
Support standardization of issue reporting and tracking processes.
Follow up with engineering teams and stakeholders regarding ticket status and resolution progress.
Support communication and alignment with customers regarding reported issues and status updates.
Monitor issue aging, priorities, and closure progress.
Bachelor's degree in Engineering or related field.
Approximately 3–5 years of relevant experience.
Generate reports and metrics including issue inflow, burndown, and status tracking.
Support project meetings with issue tracking summaries and status updates.
Knowledge of JIRA or Confluence
Ability and willingness to travel to California as needed to meet and collaborate with customer.
English (C1-C2)
Temporary contract

Problem Resolution Coordinator