Customer support engineering (Nezahualcóyotl)

We are looking for a sharp, detail-oriented L2 Support Engineer to join our technical operations team. In this role, you will bridge the gap between initial customer outreach and deep-level engineering. You won't just be following a script; you'll be digging into the "why" behind system behaviors, querying databases, and reading source code to resolve complex technical hurdles.

Key Responsibilities

• Proactive Monitoring & Incident Response: Actively monitor system health and respond to automated alerts to ensure high availability and minimal downtime.
• Advanced Troubleshooting: Go beyond basic fixes by utilizing Linux command-line tools to investigate server-side logs and system performance.
• Data Analysis & Reporting: Write and execute complex SQL queries to extract business reports and investigate data discrepancies by understanding intricate table relationships.
• Code-Level Debugging: Analyze and interpret application source code (primarily Java and Python) to identify bugs, trace execution flows, and provide actionable insights to the development team.
• Escalation Management: Act as the technical escalation point for L1 support, documenting findings thoroughly before passing high-level architectural bugs to L3/Dev Ops.

Technical Requirements

• Operating Systems: Proficiency in Linux/Unix environments (navigating file systems, checking process statuses, and log parsing).
• Databases: Strong command of SQL. You must be able to join multiple tables and understand relational schemas to pull accurate data.
• Programming Literacy: Ability to read and debug Java and Python. You should be comfortable following logic across different classes or scripts.
• Logic & Problem Solving: For Fresh/Mid-level candidates, we place a heavy emphasis on strong logical programming skills. You must be able to demonstrate how you approach algorithmic problems.

Qualifications

• Experience: 1–4 years in a technical support or application support role (Freshers with exceptional programming logic will be considered).
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Communication: Ability to translate complex technical issues into clear updates for both technical and non-technical stakeholders.