Production Support (Xico)

Job Title : Production Support

Location : Mexico City or Guadalajara (Hybrid) (open to remote) – Work Location: Hybrid remote in Benito Juárez, CDMX

Must Haves

• Excellent English communications
• Coding in Java
• SQL
• Troubleshooting
• Incident management

Responsibilities

• Investigate and drive support resolution with senior external clients, internal stakeholders, and other Marquee engineering teams.
• Serve as point of escalation for support issues from Marquee Helpdesk (L1).
• Providing mentorship and guidance to junior team members to ensure successful resolution of issues.
• Develop and mature the SRE strategy to ensure scalability, reliability, and performance of our platforms.
• Automate manual processes to increase efficiency and reduce risk.
• Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.
• Work closely with the engineering team to drive resolution of client issues.
• Participate in on-call rotations and respond to incidents as needed.
• Continuously improve processes and systems to increase reliability and reduce risk.
• Influence and suggest improvements on roadmap for enhancing Marquee client experience, focusing on portfolio analytics.
• Create documentation/runbooks and code snippets to share with clients and internal engineering teams.

Key Criteria

• Must be comfortable coding in Java, debugging API calls, writing quality-of-life snippets for clients, creating scripts for debug tooling.
• Must have a basic knowledge of UI and API integration.
• Must be presentable to clients and a clear, empathetic communicator able to talk to clients and stakeholders with confidence.
• Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.