Application Support engineer

Application Support Engineer

Guadalajara, Mexico( Hybrid 1 or 2days onsite at Guadalajara)

Contract

Overview

We’re looking for a Support Engineer to join our team and be the frontline guardian of our systems during on-call shifts. This role is critical to maintaining platform reliability, triaging incidents, and ensuring smooth operation by taking direct action on common issues —escalating only when necessary.

Key Responsibilities

● Monitor and respond to system alerts during on-call rotations.

● Investigate and resolve incidents related to performance, availability, or data integrity within defined scope and documentation.

● Escalate critical or unresolved incidents to the appropriate engineering team(s) following our escalation policies.

● Create and maintain runbooks and documentation to improve incident response processes.

● Perform post-incident reviews and contribute to long-term solutions that reduce repeat issues.

● Collaborate with engineering teams to continuously improve observability, alerting, and system resilience.

Required Qualifications

● 2+ years of experience in a support, DevOps, or site reliability engineering role.

● Solid understanding of system monitoring, incident response, and alerting tools.

● Basic scripting or query skills (e.g., Bash, Python, SQL).

● Experience working with cloud platforms (GCP preferred).

● Strong problem-solving and communication skills.

● Ability to stay calm and efficient under pressure during incident response.

Nice to Have

● Prior experience in a fintech or high-growth startup environment