**Overview**
We're looking for a Support Engineer to join our team and be the frontline guardian of our
systems during on-call shifts.
This role is critical to maintaining platform reliability, triaging
incidents, and ensuring smooth operation by taking direct action on common issues —
escalating only when necessary.
**Key Responsibilities**:
- Monitor and respond to system alerts during on-call rotations.
- Investigate and resolve incidents related to performance, availability, or data integrity
within defined scope and documentation.
- Escalate critical or unresolved incidents to the appropriate engineering team(s) following
our escalation policies.
- Create and maintain runbooks and documentation to improve incident response
processes.
- Perform post-incident reviews and contribute to long-term solutions that reduce repeat
issues.
- Collaborate with engineering teams to continuously improve observability,



alerting, and
system resilience.
**Required Qualifications**:
- 2+ years of experience in a support, DevOps, or site reliability engineering role.
- Solid understanding of system monitoring, incident response, and alerting tools.
- Basic scripting or query skills (e.g., Bash, Python, SQL).
- Experience working with cloud platforms (GCP preferred).
- Strong problem-solving and communication skills.
- Ability to stay calm and efficient under pressure during incident response.
Nice to Have
- Prior experience in a fintech or high-growth startup environment
**Job Types**: Full-time, Contract
Pay: $45,****** - $50,****** per month
**Experience**:
- Technical support: 2 years (required)
Work Location: Remote

📌 Support Engineer (Xico)
🏢 Birlasoft Solutions Mexico, S.A. De
📍 Xico