**Overview**We're looking for a Support Engineer to join our team and be the frontline guardian of oursystems during on-call shifts.This role is critical to maintaining platform reliability, triagingincidents, 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 integritywithin defined scope and documentation.
- Escalate critical or unresolved incidents to the appropriate engineering team(s) followingour escalation policies.
- Create and maintain runbooks and documentation to improve incident responseprocesses.
- Perform post-incident reviews and contribute to long-term solutions that reduce repeatissues.
- Collaborate with engineering teams to continuously improve observability, alerting,



andsystem 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, ContractPay: $45,****** - $50,****** per month**Experience**:- Technical support: 2 years (required)Work Location: Remote

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