OT Infrastructure Engineer

Job Title: OT Infrastructure Engineer

Location: Mexico City (CDMX)

Job Type: Full-time

We are looking for a technically versatile OT Infrastructure Engineer to become the operational backbone of our Global Support group. This role sits at the intersection of IT systems administration and operational technology — and it is central to how our Global Support Group will scale.

Your primary function is to build, manage, and operate a virtual lab environment that replicates customer and project systems. You need to be strong on infrastructure, methodical in your troubleshooting, and genuinely curious about how complex software systems behave. Deep ETAP Real-Time enterprise platform knowledge will develop over time with structured mentorship from our Technical experts.

This is a mid-level role for someone who is comfortable owning a technical environment independently and wants to grow at the intersection of OT, IT, and global support operations.

Responsibilities — You will do:

Build and maintain a virtual lab environment using VMware or Hyper-V that replicates customer and project system configurations across the ETAP solution portfolio (SCADA, PSMS, EMS, Digital Twin deployments).

Own the virtual lab — including VM template management, environment availability, version control, and capacity planning — so the support team always has a reliable replication environment ready to use.

Reproduce customer incidents in the virtual lab to enable faster and more accurate root-cause analysis before cases are escalated to ETAP Product Development.

Troubleshoot configuration-level issues within replicated ETAP environments — including configuration files, MongoDB instances, SQL Server databases, and Windows Server services — to pre-diagnose possible point of failures.

Replicate customer network topologies within the virtual lab, including IP addressing schemes, VLANs, and communication configurations, to ensure accurate incident reproduction.

Support Global Support Engineers by providing replicated environments tailored to the specific incident they are investigating.

Coordinate with the Global Support team and technical leads to prioritize and queue replication requests based on urgency and support tier.

Document replication procedures, environment templates, troubleshooting findings, and known configurations to build a reusable support knowledge base.

Progressively develop working knowledge of ETAP solutions (SCADA, PSMS, EMS) so pre-diagnosis accuracy improves over time under structured technical mentorship.

Support the broader Global Support workflow by contributing to ticket tracking and escalation coordination through Jira.

Requirements — You need to have:

Advanced English proficiency (C1 or higher) — you will interact daily with support engineers, technical leads, and occasionally customers across the US, Middle East, India, and Asia. Over 90% of the support is expected on an English environment.

3+ years of hands-on experience in IT/OT infrastructure, systems administration, or a closely related technical role.

Practical, hands-on experience with VMware (vSphere, ESXi, or Workstation Pro) or Hyper-V for building, cloning, and managing virtual environments — not just theoretical familiarity.

Working knowledge of Windows Server administration: installation, configuration, services management, event logs, and independent troubleshooting.

Hands-on experience with SQL Server or MongoDB: connecting to instances, reviewing logs, running queries, and diagnosing basic operational issues.

Solid networking fundamentals: IP addressing, VLANs, subnets, and the practical ability to recreate customer network topologies within a virtual environment.

Methodical and systematic troubleshooting mindset: you can reproduce, isolate, document, and communicate issues clearly without needing letter-by-letter instructions.

Strong self-learning instinct — you will be working with specialized power systems software and are expected to develop domain knowledge progressively with guidance but without hand-holding.

A PLUS:

Familiarity with SCADA, EMS, Power Management Systems, or industrial monitoring software at any level — academic, professional, or personal.

Exposure to industrial communication protocols such as Modbus, DNP3, IEC 104, or OPC UA at a conceptual or practical level.

Basic scripting or automation skills — PowerShell, Python, or batch — for virtual environment management and operational tasks.

ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.