L2/L3 Production Support

About the Role

Role: L2/L3 Production Support / Site Reliability Engineer (SRE)

Experience Level: 4–10 years (6–10 years range preferred for L2/L3)

Positions Available: Multiple positions

Location: Guadalajara (GDL) / Mexico City (CDMX), Mexico

Work Model: Hybrid

Responsibilities

• Incident & Problem Management: Maintain a proactive approach to analyzing, debugging, and resolving daily issues; efficiently escalate issues to development teams and management, raise incidents/problem tickets, and manage business impact.
• SRE & Automation: Develop and enhance the SRE strategy to ensure system scalability, reliability, and performance; automate manual processes to improve operational efficiency.
• Stakeholder Communication: Manage communication regarding issues and updates with users, stakeholders, and management across both support and development sides.
• Technical Execution: Possess a solid understanding of technical concepts and be capable of writing code/snippets when necessary to resolve issues.
• Knowledge Management: Create and maintain documentation, runbooks, and code snippets to share with the team.

Qualifications

• Solid L2/L3 Application Support experience (ideally 6–10 years).

Required Skills

• Strong technical foundation in Unix/Linux, OOP/Java, and SQL databases.
• Proven proficiency in coding, debugging, and system analysis.
• Strong communication skills for stakeholder and cross-team collaboration.