Production Support

hace 6 días

Benito Juárez, México Avanciers Incorporated A tiempo completo

**Job Title**: Production Support**Location**: Mexico City or Guadalajara (Hybrid)(open to remote)**Must haves: Excellent English communications, coding in Java, SQL, troubleshooting, incident management**- Investigate and drive support resolution with senior external clients, internal stakeholders, and other Marquee engineering teams. Serve as point of escalation for support issues from Marquee Helpdesk (L1)- Providing mentorship and guidance to junior team members to ensure successful resolution of issues- Develop and mature the SRE strategy to ensure scalability, reliability, and performance of our platforms.- Automate manual processes to increase efficiency and reduce risk.- Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.- Work closely with the engineering team to drive resolution of client issues.- Participate in on-call rotations and respond to incidents as needed.- Continuously improve processes and systems to increase reliability and reduce risk.- Influence and suggest improvements on roadmap for enhancing Marquee client experience, focusing on portfolio analytics.- Create documentation /runbooks and code snippets to share with clients and internal engineering teams**Key criteria**:- Must be comfortable coding in Java, debugging API calls, writing quality-of-life snippets for clients, creating scripts for debug tooling.- Must have a basic knowledge of UI and API integration.- Must be presentable to clients and a clear, empathetic communicator able to talk to clients and stakeholders with confidence.- Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.Work Location: Hybrid remote in Benito Juárez, CDMX

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