L2 Production Support Engineer

Location: Guadalajara or Mexico City, Mexico

Work Model: Hybrid – 4 days per month in the office

Experience: 3–6 years

About the Role

We are looking for an experienced L2 Production Support Engineer to support and

maintain critical production applications and systems in a cloud-based environment. The

ideal candidate has strong troubleshooting skills, hands-on experience with Linux/Unix,

SQL, and AWS, and the ability to identify and resolve technical issues while ensuring

system stability and availability.

Key Responsibilities

• Provide L2 production support, troubleshooting application and system issues to minimize downtime and business impact.

• Monitor production environments, identify incidents, and perform root cause analysis.

• Use Linux/Unix commands and scripting to investigate and resolve technical issues.

• Write and execute SQL queries to investigate data issues and validate application behavior.

• Support applications and infrastructure hosted on AWS and other cloud environments.

• Manage incident tickets, follow escalation procedures, and collaborate with development and infrastructure teams.

• Document troubleshooting procedures, known issues, and resolutions.

• Participate in incident management and continuous improvement initiatives.

Required Qualifications

• 3–6 years of experience in production support, application support, or similar technical role.

• Strong hands-on knowledge of Linux/Unix environments.

• Solid SQL skills, including querying and troubleshooting database-related issues.

• Experience with AWS services and cloud computing concepts.

• Strong analytical and problem-solving skills.

• Experience working with incident management and ticketing systems.

• Good communication skills and ability to work collaboratively with cross-functional teams.

• Availability to work from the Guadalajara or Mexico City office 4 days per month.