Technical Support Engineer 2 – Manufacturing Information Systems

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

📋 Description

• Deliver Level 2 technical support by addressing and resolving escalated issues from customers or Tier 1 Support.

• Aid the Incident Management team in identifying and resolving high-priority production incidents within established SLAs.

• Examine application, configuration, and integration problems to ascertain root causes and suggest solutions.

• Diagnose application behavior by reviewing logs, stack traces, API responses, and system metrics.

• Address customer inquiries and resolve functional or technical configuration challenges.

• Forward product defects to Engineering, providing comprehensive technical analysis and supporting documentation.

• Monitor production systems with observability and monitoring tools to proactively detect potential issues.

• React to alerts, investigate irregularities, and coordinate issue resolution with cross-functional teams.

• Conduct health checks and verify application stability post-deployments or incident recoveries.

• Collaborate closely with Engineering, Product, and DevOps teams to tackle complex technical issues.

• Create and sustain troubleshooting guides, runbooks, SOPs, and knowledge base documentation.

• Recognize recurring issues and propose automation or process enhancements.

• Play a role in automation initiatives that boost support efficiency and operational excellence.

• Participate in post-incident reviews and ongoing improvement efforts to enhance platform reliability and customer satisfaction.

⛳️ Requirements

• Over 5 years of experience in Application Support, Production Support, or Technical Support.

• Experience in supporting enterprise or SaaS applications within production settings.

• Strong analytical capabilities and problem-solving aptitude.

• Ability to manage multiple issues in a fast-paced, customer-centric environment.

• Solid understanding of application support methodologies and incident management principles.

• Proficient in troubleshooting production applications and distributed systems.

• Capability to analyze application logs, error messages, and stack traces to identify root causes.

• Experience with REST APIs, including querying, testing, and troubleshooting API endpoints.

• Strong knowledge of JSON request and response payloads.

• Familiarity with SQL for database querying and troubleshooting data-related challenges.

• Experience utilizing monitoring and observability platforms and tools such as New Relic, Sumo Logic, Jira, Zendesk, GitLab, Postman, and Visual Studio Code.

• Nice to have: Working knowledge of AWS cloud services and cloud-native applications.

• Nice to have: Experience in supporting RESTful JSON-based web services.

• Nice to have: Familiarity with Zendesk for ticket management.

• Nice to have: Experience using Confluence for technical documentation.

• Nice to have: Experience with Slack or similar collaboration tools.

• Nice to have: Basic scripting skills using PowerShell, Python, or similar automation tools.

🏝️ Benefits

• Remote-First operating model and culture.

• Autonomy and flexibility to work from home.

• Collaboration spaces for team members to work together in person.