Engineer production support (Santiago de Querétaro)

Essential Job Functions

The partner must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation:

• Perform basic day-to-day maintenance and upkeep of assigned domain.
• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues.
• Document troubleshooting and problem resolution steps, creating knowledge base articles for routine issues when applicable.
• Participate in rotating on-call coverage or emergency response.
• Be familiar with regulatory and security standards, best practices, and company requirements.
• Undertake small-sized enhancements or projects.
• Be familiar with documentation for assigned technology including server build docs, configuration standards and infrastructure architecture.
• Adhere to all Petco and department processes and standards.
• Monitor and test system performance for potential bottlenecks.
• Participate in upgrade and installation activities for new hardware and software components as well as scheduled system maintenance activities and maintain them in accordance with IT policies and procedures.

Education / Experience

Bachelor’s degree or equivalent combination of education and related experience.