Support Engineer

hace 2 semanas

Xico, México Encora A tiempo completo

**Important Information**:- **Years of Experience**: 2 - 5 years in IT services (Tier 2 or Tier 3 support), with experience as a Site Reliability Engineer.- **Job Mode**: Full-Time- **Work Mode**: Remote**Job Summary**:**Responsibilities and Duties**:- Capture key metrics and develop dashboards to track performance and health of systems- Provide 24/7 support for production environments built on AWS and Mulesoft platforms- Lead incident management, perform root cause analysis, and implement proactive solutions- Collaborate with global engineering teams to enhance system reliability and response strategies- Coach and mentor peers and junior engineers- Contribute to documentation and compliance process improvement**Qualifications and Skills**:- 2-5 years in IT services across business/systems analysis, development, or support roles- Ability to analyze logs and code to resolve Tier 2 issues- Strong communication skills for cross-functional collaboration- Self-driven, detail-oriented, and proactive in approach- Experienced with L1/L2 support, root cause analysis, and documentation writing**Role-specific Requirements**:- Comfortable working in Agile environments and collaborating across global teams- Demonstrated experience in disaster recovery and business continuity planning- Ability to lead or contribute to small to medium-sized teams**Technologies**:- AWS- Kubernetes- Mulesoft- Linux / Shell scripting- OpenTelemetry- Splunk, AppDynamics, Datadog- Python- ServiceNow- Postman or similar API testing tools**Skillset Competencies**:- Observability and monitoring- Incident management- DevOps and automation practices- Application performance tuning- Root cause analysis and troubleshooting- Dashboard and metric development- Operational excellence- Communication and mentoring**About Encora**Encora is the preferred digital engineering and modernization partner of some of the world's leading enterprises and digital native companies.With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora's technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.At Encora, we hire professionals based solely on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

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