As Senior Full Stack Support Engineer, you will be responsible for Eyes on glass Monitoring, Triage & Incident Ownership, Troubleshooting & Restoration, Cross-Team Collaboration, Platform & Application Stack Awareness and Service Quality & Process Excellence.

Responsibilities:
- o Perform rapid intake, triage, and prioritization of alerts, tickets, and incidents.
- o Act as Incident Owner during high-severity events, ensuring clear communication, timely updates, and swift restoration of service.
- o Maintain accurate, real-time incident timelines and post-incident documentation.
- Troubleshooting & Restoration
- o Execute root-cause isolation across application, middleware, APIs, data, and infrastructure layers.
- o Use observability/monitoring tools (e.g., Kibana, Dynatrace, CloudWatch, Grafana) to correlate logs, metrics, and traces; identify anomalies, performance bottlenecks, and failure patterns.
- o Perform targeted mitigations, rollbacks, config fixes, and coordinate hotfixes to restore service quickly.
- o Engage with App Dev, DevOps, Database, Network, Security, QA,



and vendor partners to drive efficient problem resolution.
- o Provide clear technical context, hypothesis-driven analysis, and evidence from monitoring tools to accelerate fixes.
- o Facilitate postmortems and continuous improvement actions.
- o Identify and recognize the application stack (UI-frontend, backend services, APIs, queues, databases, caches, containers, orchestration, networking) for each impacted service to quickly isolate the source of issues.
- o Maintain runbooks, service maps, and dependency diagrams to speed up diagnosis.
- Service Quality & Process Excellence
- o Contribute to automation and self-healing routines (alert tuning, auto-remediation, playbooks).
- o Recommend monitoring gaps to improve observability

Mandatory Skills Description:
- Bachelor's degree in computer science/information technology or related field
- GraphQL (server + client)
- 5+ years of experience in

📌 Full Stack Engineer (Estado de México)
🏢 Luxoft
📍 Estado de México