Responsibilities

- Serve as a technical owner for production support, ensuring the stability, availability, and performance of Python backend services, React Native mobile applications, GraphQL APIs, PostgreSQL databases, and AWS cloud infrastructure.

- Lead the investigation and resolution of production incidents, service disruptions, performance degradation, and customer-reported issues.

- Analyze application logs, system metrics, distributed traces, and database activity to quickly identify root causes and restore service.

- Troubleshoot complex issues across application, infrastructure, database, network, and integration layers.

- Perform detailed log analysis using Datadog, CloudWatch, and other observability tools to identify failure patterns, bottlenecks, and system anomalies.

- Investigate data-related issues by executing SQL queries, analyzing database performance, validating data integrity, and troubleshooting PostgreSQL and DynamoDB-related problems.

- Develop and deploy bug fixes, hotfixes, and permanent corrective actions to prevent incident recurrence.

- Participate in on-call rotations and act as a senior escalation point for critical production incidents.

- Coordinate incident response activities, provide timely stakeholder communication, and drive service restoration efforts.

- Conduct root cause analysis (RCA) for major incidents and document findings, corrective actions, and preventive measures.

- Create and maintain operational runbooks, troubleshooting guides, support documentation, and knowledge base articles.

- Improve monitoring, alerting, logging, and observability capabilities to proactively detect issues before they impact customers.

- Partner with development teams to prioritize production defects, technical debt remediation, and system reliability improvements.

- Support application releases, production deployments, and change management activities,



ensuring successful implementation and post-deployment validation.

- Identify opportunities for automation to reduce manual support effort and improve operational efficiency.

- Mentor engineers on production support best practices, troubleshooting techniques, and operational excellence.

Education / Experience

- Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience.

- 5+ years of experience supporting and troubleshooting large-scale production systems.

- Strong hands-on experience with Python, GraphQL, PostgreSQL, React Native, and AWS cloud services.

- Proven experience diagnosing and resolving production incidents in distributed cloud-native environments.

- Strong experience analyzing application logs, metrics, traces, and monitoring data using Datadog, CloudWatch, or similar observability platforms.

- Advanced SQL skills with the ability to investigate data issues, analyze query performance, and troubleshoot database-related incidents.

- Experience supporting AWS services such as Lambda, ECS, DynamoDB, API Gateway, S3, and CloudWatch.

- Strong understanding of incident management, escalation procedures, problem management, and root cause analysis processes.

- Experience developing production bug fixes, hotfixes, and permanent corrective actions in a fast-paced environment.

- Utilize AI-assisted development tools to improve troubleshooting efficiency, generate code fixes, automate repetitive support tasks, and reduce mean time to resolution (MTTR).

- Excellent analytical, troubleshooting, and problem-solving skills with the ability to quickly isolate and resolve complex issues.

- Strong verbal and written communication skills with the ability to communicate technical issues clearly to both technical and business stakeholders.

- Experience working in a 24x7 production support environment and participating in on-call rotations.

📌 Sr. Software Engineer (Santiago de Querétaro)
🏢 Petco
📍 Santiago de Querétaro