Support Engineer 2
On-siteMonterrey, Nuevo León, Mexico or Mexico City, Mexico City, Mexico
Job Summary
Respond to and resolve medium-to-high complexity incidents and service requests within defined SLAs, triaging, reproducing, and diagnosing technical problems across applications, middleware, OS, networking, and databases. Own the incident lifecycle from detection through resolution, including root cause analysis and preventing recurrence. Create, update, and maintain runbooks, playbooks, and knowledge-base articles to improve operational efficiency. Implement monitoring, alerting, and automation to reduce manual toil while supporting deployments and configuration changes. Provide clear communications to customers and stakeholders during incidents and planned work. Mentor junior support engineers and lead troubleshooting workshops. Participate in on-call rotation and after-hours support as required.
Required Qualifications
- 3+ years of experience in technical support, site reliability, operations, or a related role
- Strong troubleshooting skills across Linux/Unix and/or Windows environments
- Practical experience with SQL and common databases (e.g., MySQL, PostgreSQL, Oracle)
- Scripting experience (Python, Bash, PowerShell or similar) to automate tasks and build diagnostic tools
- Familiarity with monitoring and logging tools (e.g., Prometheus, Grafana, ELK/EFK, Splunk, Nagios)
- Experience with ticketing and incident management tools (e.g., ServiceNow, Jira)
- Solid understanding of networking fundamentals (TCP/IP, DNS, load balancers, firewalls)
- Excellent written and verbal communication skills
- experience interacting directly with customers
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