L3 Support Engineer

Title: L3 SUPPORT ENGINEER

Location: Mexico City, CDMX, Mexico Remote

Job Description:

Job Summary:

We’re looking for a hands-on L3 Support Engineer who will act as the escalation point for critical production issues across trading and risk systems.

The role focuses on deep incident diagnosis, partnering with engineering for fixes and reliability improvements, and building the tooling, runbooks,

and documentation that enable L1/L2 teams to resolve issues faster.

Responsibilities :

• Own L3 escalations end-to-end: triage, root cause analysis, remediation, and post-incident follow-up with engineering and stakeholders.
• Partner with product and engineering to improve reliability, operability, and supportability of applications, including logging, metrics, and alert quality.
• Develop scripts, runbooks, diagnostics, and quality-of-life tools that streamline investigations and reduce meantime to resolution.
• Create and maintain clear documentation for L1/L2 teams; deliver enablement sessions as needed.
• Contribute to incident reviews and problem management, driving permanent fixes and automation for recurring issues.
• Participate in a limited weekend/on-call rotation (approximately 4–6 weekends per year) with compensating time-off per policy.

Minimum qualifications :

• Bachelor’s degree (or equivalent experience) and 3+ years in software engineering or production support.
• Proficient in Java or a similar language; strong debugging skills and ability to write scripts for diagnostics and updates. Familiarity with Linux and bash.
• Clear, empathetic communicator capable of translating complex technical issues for diverse audiences.
• Demonstrated bias for action: resolve incidents while building long-term fixes and automations.
• Strong problem-solving: identify edge cases, add validations, and anticipate failure modes.
• Experience with SDLC and support tooling: GitLab, incident management, JIRA, and standard ticket triage/prioritization.

Preferred qualifications:

• Experience supporting trading systems or desks at a large investment bank.
• SQL proficiency for rapid data validation and incident triage.
• Experience with object-oriented programming and microservices-based Java/SOA environments.
• Monitoring/alerting setup and tuning (e.g., Prometheus, Grafana, Kibana, PagerDuty).
• Knowledge of Fixed Income products (Rates, Credit, FX, Commodities) and related market workflows.
• Familiarity with DevOps/CI/CD practices and agile delivery.

Work model and schedule

• Strong collaboration model with engineering and trading support teams.

• Weekend/on-call rotation: approximately 4–6 weekends per year; scheduling communicated in advance