L2 Support Engineer
Lomas de Chapultepec, Mexico City
Infrastructure – Support Engineer /
Employee /
On-site
The L2 Production Support Engineer will be responsible for supporting and maintaining applications in a production environment. The role focuses on code navigation, troubleshooting, and root cause analysis (RCA). The successful candidate will have a strong technical background in UNIX, SQL, Shell Scripting, and Java, as well as excellent communication skills to work effectively with App Dev teams and senior stakeholders.
Responsibilities
- Provide Level 2 support for production applications, addressing incidents and resolving issues in a timely manner.
- Communicate effectively with application development teams and stakeholders to articulate the technical and functional aspects of production issues and solutions.
- Follow ITIL processes, specifically in Service Management, Knowledge Management, and Incident Management.
- Read and debug Java code to identify errors and understand code structure.
- Use SQL (Pl/SQL) to analyze data, write queries, and investigate issues.
- Utilize UNIX and Shell Scripting to monitor and troubleshoot processes.
- Conduct code navigation and code validation to find error sources and determine why the code is having issues.
- Perform root cause analysis (RCA) and provide recommendations for process and technical improvements.
- Document incidents, resolutions, and best practices to contribute to the Knowledge Management process.
Requierements
- +4 years of proven experience as an L2 support application engineer in a production environment.
- Fluent English
- Proficiency in reading and debugging Java code, with an understanding of strings, collections, exceptions, and code validation.
- Strong SQL (Pl/SQL) skills for data analysis and troubleshooting.
- Solid understanding of UNIX and Shell Scripting for monitoring and process management.
- Excellent communication skills, with the ability to explain complex technical issues to non-technical stakeholders.
- Skilled in debugging and troubleshooting, with the ability to perform root cause analysis.
- ITIL process experience, including Service Management, Knowledge Management, and Incident Management.
- Experience in developing or supporting applications, with a focus on functional and fluent programming, streams, optionals, and reactive programming (RX).
- No CoderPad experience is required.
- Familiarity with additional programming languages or scripting tools.
