Ingeniero de Soporte de Aplicaciones L2 – Datadog, SQL

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Conduct technical triage of L2 incidents, assessing impact, criticality, priority, and potential origin.

• Monitor applications and services using Datadog, interpreting dashboards, metrics, logs, APM traces, and alerts.

• Identify error patterns, performance degradations, connectivity issues, and potential causes of unavailability.

• Execute approved operational procedures to restore services, including controlled application restarts, AppPools in IIS, and Linux services.

• Validate servers, SSL certificates, load balancers, and infrastructure components.

• Perform diagnostic SQL queries in SQL Server, PostgreSQL, or other relational databases.

• Execute authorized corrective scripts in accordance with change and security controls.

• Diagnose connectivity issues, DNS, HTTPS, REST APIs, and HTTP codes using tools like Postman.

• Manage access, users, roles, and permissions in Active Directory, Microsoft Entra ID, or Okta.

• Review messaging queues and middleware components.

• Manage and track incidents and requests in Jira Service Management, InvGate, or ITSM platforms.

• Escalate complex incidents to L3 teams with technical evidence, logs, traces, tests, and hypotheses.

• Document findings, preliminary root cause analyses, procedures, and knowledge articles.

• Collaborate with technical teams and incident managers regarding the status of services and recovery actions.

• Provide L2 technical support, triage, observability, diagnosis, and operational resolution without software development.

⛳️ Requirements

• Minimum of 2 years of experience in L2 application support, IT Operations, Production Support, SysOps, CloudOps, or NOC/SOC environments with technical diagnostic responsibilities.

• Practical experience addressing incidents in production environments.

• Ability to perform troubleshooting of applications and infrastructure independently, following established procedures.

• Experience collaborating with development, infrastructure, and operations teams to resolve production incidents.

• Hands-on experience with Datadog, including log analysis, dashboards, infrastructure metrics, and Application Performance Monitoring (APM).

• Solid knowledge of SQL queries using SELECT, JOIN, WHERE, and filters.

• Experience querying SQL Server, PostgreSQL, or equivalent relational engines.

• Basic knowledge of Windows Server/IIS administration, Event Viewer, Application Pools, services, and SSL certificates.

• Proficiency in basic Linux commands to inspect logs, review CPU/RAM, check processes, and restart authorized services.

• Understanding of DNS fundamentals, HTTPS, network connectivity, certificates, and load balancers.

• Ability to test REST endpoints using Postman and interpret HTTP 4xx and 5xx codes.

• Practical knowledge of ITIL v3/v4, Incident Management, Service Request Management, and escalation procedures.

• Experience with Jira Service Management, InvGate, or similar ITSM tools.

• Basic knowledge of Active Directory, Microsoft Entra ID (Azure AD), Okta, or identity management platforms.

• Degree in Systems Engineering, Information Technology, Computer Science, or related fields, or equivalent professional experience.

• Exclusive residency in Mexico.

• Availability from Monday to Friday, with hours aligned to the assigned project.

🏝️ Benefits

• Integration into global brands and disruptive startups.

• Remote work/Home office options.

• If hybrid or in-person modality is required, you will be informed from the first session.

• Schedule adjusted to the assigned work/project team.

• Monday to Friday working schedule.

• Day off on your birthday.

• Major medical expenses insurance (applicable in Mexico).

• Life insurance (applicable in Mexico).

• Multicultural work teams.

• Access to courses and certifications.

• Meetups with special guests from the IT field.

• Virtual integration events and interest groups.

• English classes.

• Opportunities within our various business lines.

• Proudly certified as a Great Place to Work.