Application Support Engineer

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