Application Support Engineer
Guadalajara, Mexico

We work to ensure a smooth operation and optimal performance of our applications through meticulous monitoring, proactive issue detection, and efficient resolution. As an Application Support Engineer, you will be at the forefront of this endeavor, working closely with cross-functional teams to uphold the reliability and availability of our systems.

Your responsibilities will encompass utilizing advanced tools like New Relic for comprehensive application performance monitoring, analyzing logs, and delving into time series metrics to gain insights into system behavior. By leveraging these technologies, you'll be empowered to identify potential issues before they escalate, thereby minimizing downtime and enhancing the overall user experience.

Furthermore, the project entails meeting stringent Mean Time to Detect (MTTD), Mean Time to Mitigate (MTTM), and Mean Time to Resolve (MTTR) expectations, underscoring our commitment to prompt incident response and resolution. Through triaging incoming tickets, documenting troubleshooting procedures, and collaborating with development and DevOps teams, you'll play a pivotal role in ensuring that issues are addressed swiftly and effectively.

In essence, this project is dedicated to maintaining the health and stability of our applications, fostering a seamless user experience, and driving operational excellence across the organization. It represents an exciting opportunity to work with cutting-edge technologies, tackle complex challenges, and contribute to the success of our mission-critical systems.

  • Utilize New Relic and other monitoring tools to track application performance and identify bottlenecks.

  • Monitor logs and time series metrics to proactively detect and resolve issues before they impact users.

  • Set and meet Mean Time to Detect (MTTD), Mean Time to Mitigate (MTTM), and Mean Time to Resolve (MTTR) expectations.

  • Triaging incoming tickets, assessing priority, and providing timely resolutions.

  • Documenting troubleshooting steps, resolutions, and escalation procedures.

  • Collaborating with development and DevOps teams to implement permanent fixes and optimizations.

  • Participate in on-call rotations

Technical Skills:

  • Proficiency in using New Relic for application performance monitoring and optimization.

  • Experience with logging frameworks for analyzing application logs (e.g., ELK stack).

  • Familiarity with monitoring tools for infrastructure and application health monitoring (e.g., Nagios, Prometheus).

  • Knowledge of time series databases and metrics analysis.

  • Solid scripting skills in Python, Bash, or similar languages.

  • Experience with ticketing systems for incident management and tracking (e.g., Jira).

Soft Skills:

  • Excellent problem-solving skills with a keen attention to detail.

  • Strong communication skills to effectively collaborate with cross-functional teams.

  • Ability to thrive in a fast-paced environment and prioritize multiple tasks effectively.

  • Proactive attitude towards identifying and resolving issues.

  • Capacity to work both independently and as part of a team.

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