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Application Support Engineer

Inficare TechnologiesCuauhtémoc, CDMX, MX

Hace más de 30 días

Descripción del trabajo

Position title : Application Support Engineer

Location : Mexico City, Mexico (Hybrid)

Job Duration : Contract

Job Description

This role bridges the gap between frontline support (L1) and deeper technical or development teams (L3), focusing on maintaining system health and performance. With excellent communication skills.

Key Responsibilities

 Incident Management

Investigate and resolve moderate to complex issues escalated from L1 support
Perform root cause analysis and document resolutions
Ensure timely resolution within SLA guidelines

 Problem Management

Identify recurring issues and propose long-term fixes

Collaborate with L3 or development teams for permanent solutions

 Monitoring & Maintenance

Monitor system performance and availability

Execute routine health checks and preventive maintenance tasks

 Change & Release Support

Assist in testing and deploying minor changes or patches

Validate post-deployment functionality and rollback if needed

 Documentation & Reporting

Maintain support documentation, SOPs, and knowledge base articles

Provide regular reports on system health, incident trends, and performance metrics

 Collaboration

Work closely with business users, L1 support, and technical teams

Participate in cross-functional meetings to align on priorities and updates

 Compliance & Governance

Ensure adherence to ITIL processes and organizational standards

Support audits and compliance checks related to system operations

 Database & SQL Expertise

Query relational databases (e.g., SQL Server, Oracle, MySQL, Couchbase) to extract and analyze data

Validate data integrity and troubleshoot data-related issues

Assist in data reconciliation and reporting tasks

 Log Review & Analysis

Review application, server, and system logs to identify anomalies or errors

Use tools like Splunk, ELK Stack, or native logging systems to trace issues

Correlate log events with user-reported incidents for faster resolution

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Application Engineer • Cuauhtémoc, CDMX, MX

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