Job Summary: You will be the first line of defense to keep the platform operating at 100%, monitoring systems, resolving incidents, and proactively preventing issues. Key Highlights: 1. Proactive monitoring and incident response 2. Advanced technical support and continuous improvement 3. Daily platform operations **Job Objective:** As a Support Engineer, you will be the first line of defense to keep our platform operating at 100%. You will monitor systems, resolve incidents, and proactively work to prevent problems before they impact users. **Main Responsibilities:** **Proactive Monitoring and Incident Response** * Monitor dashboards and metrics in AWS CloudWatch, Datadog, Sentry, and internal tools * Detect anomalies, investigate root causes, and execute documented solutions * Respond to critical alerts following established playbooks * Escalate complex incidents to the relevant development teams **Daily Platform Operations** * Execute maintenance scripts and SQL queries for data validation * Manage users, permissions, and configurations across different modules * Perform controlled deployments in staging and production environments * Document all changes and incidents in designated platforms **Advanced Technical Support** * Handle second-level tickets, reproduce errors, and collect logs * Collaborate with development teams to resolve complex issues * Communicate status and updates to internal and external stakeholders * Maintain SLAs and resolution metrics **Continuous Improvement** * Identify patterns in recurring incidents * Propose automations and process improvements * Update technical documentation and runbooks * Create and enhance monitoring dashboards **Required Experience** * Degree in Systems Engineering, Computer Science, or related field * 2+ years in technical support or SRE roles * Intermediate SQL for analysis and troubleshooting * Experience with Linux, bash scripting, and command-line interfaces * Knowledge of AWS (EC2, RDS, CloudWatch) * Ability to read logs, stack traces, and perform debugging * Experience with monitoring tools * ITIL methodologies or incident management practices * Availability for occasional on-call duties **Desired Skills:** * Python experience for automation * Knowledge of Docker and Kubernetes * Familiarity with CI/CD pipelines * Experience with high-volume transactional systems * AWS or cloud certifications * Experience with MySQL databases Salary: $12,000.00 per month Application Question(s): * This is a Junior-level position; the stated salary is NET and non-negotiable. Do you wish to proceed with the application process? * This position is 100% on-site at our offices located in Colonia La Paz; therefore, it is important that your commute does not exceed 40–50 minutes. How long does it take you to travel from your residence to Colonia La Paz? Work Location: On-site employment