**Important Information**:
- **Years of Experience**: 2 - 5 years in IT services (Tier 2 or Tier 3 support), with experience as a Site Reliability Engineer.
- **Job Mode**: Full-Time
- **Work Mode**: Remote
**Job Summary**:
**Responsibilities and Duties**:
- Capture key metrics and develop dashboards to track performance and health of systems
- Provide 24/7 support for production environments built on AWS and Mulesoft platforms
- Lead incident management, perform root cause analysis, and implement proactive solutions
- Collaborate with global engineering teams to enhance system reliability and response strategies
- Coach and mentor peers and junior engineers
- Contribute to documentation and compliance process improvement
**Qualifications and Skills**:
- 2-5 years in IT services across business/systems analysis, development, or support roles
- Ability to analyze logs and code to resolve Tier 2 issues
- Strong communication skills for cross-functional collaboration
- Self-driven, detail-oriented, and proactive in approach
- Experienced with L1/L2 support, root cause analysis, and documentation writing
**Role-specific Requirements**:
- Comfortable working in Agile environments and collaborating across general teams




- Demonstrated experience in disaster recovery and business continuity planning
- Ability to lead or contribute to small to medium-sized teams
**Technologies**:
- AWS
- Kubernetes
- Mulesoft
- Linux / Shell scripting
- OpenTelemetry
- Splunk, AppDynamics, Datadog
- Python
- ServiceNow
- Postman or similar API testing tools
**Skillset Competencies**:
- Observability and monitoring
- Incident management
- DevOps and automation practices
- Application performance tuning
- Root cause analysis and troubleshooting
- Dashboard and metric development
- Operational excellence
- Communication and mentoring
**About Encora**
Encora is the preferred digital engineering and modernization partner of some of the world's leading enterprises and digital native companies.
With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora's technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
At Encora, we hire professionals based solely on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

📌 Support Engineer (Xico)
🏢 Encora
📍 Xico