ResponsibilitiesServe 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 / ExperienceBachelor'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.
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📌 Sr. Software Engineer (Santiago de Querétaro)
🏢 Petco
📍 Santiago de Querétaro