Lead Application Support Engineer

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Mroads is looking for an "Lead Application Support Engineer" for one of our direct clients in Mexico City, Mexico.

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Job Summary We need support engineers to be the first line of support for our AI platform. They will triage ServiceNow tickets, help product teams use our APIs, debug production issues, and escalate to engineering when needed. This is not a traditional help desk role. Issues often span workflow engines, Kubernetes services, and enterprise data systems. The right person is technical, curious, and good with customers.

Responsabilidades

• Be the first line of support for our AI platform.
• Triage ServiceNow tickets.
• Help product teams use our APIs.
• Debug production issues.
• Escalate to engineering when needed.
• Work on issues that span workflow engines, Kubernetes services, and enterprise data systems.
• Communicate effectively with customers.
• Write technical documentation, SOPs, and other procedures as follow ups to incidents.

Calificaciones

Habilidades requeridas

• 10 years in app support, SRE, or platform engineering
• Strong API troubleshooting and incident management skills
• Kubernetes/container log experience
• APM/distributed tracing experience (Dynatrace preferred)
• Python or Node.js literacy
• Basic LLM/AI platform knowledge (models, tokens, embeddings, guardrails)
• Strong communication and customer-facing skills
• Technical Documentation writing, SOPs, and other procedures as follow ups to incidents.

Habilidades preferidas

• LiteLLM, Temporal, GraphQL, Kafka, AWS Bedrock/EKS
• AI agent or chatbot platform experience
• Harness CI/CD or enterprise SSO familiarity
• Fluent in using Cursor + MCP tools to diagnose issues and write documents

Rango salarial y paquete de compensación

Declaración de igualdad de oportunidades