Important Information
Experience: +6 years
Job Mode: Full-time
Work Mode: Hybrid position to work 3 days a week at the Mexico City office.
ID: 19964
Responsibilities and Duties
• Investigate and drive support resolution with senior external clients, internal stakeholders and other Marquee engineering teams. Serve as point of escalation for support issues from Marquee Helpdesk (L1)
• Providing mentorship and guidance to junior team members to ensure successful resolution of issues
• Develop and mature the SRE strategy to ensure scalability, reliability, and performance of our platforms.
• Automate manual processes to increase efficiency and reduce risk.
• Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.
• Work closely with the engineering team to drive resolution of client issues.
• participate in on-call rotations and respond to incidents as needed.
• Continuously improve processes and systems to increase reliability and reduce risk.
• Influence and suggest improvements on roadmap for enhancing Marquee client experience.
• Create documentation /runbooks and code snippets to share with clients and internal engineering teams
Key criteria:
• Must be comfortable coding in Java and or Python, debugging API calls, writing quality-of-life snippets for clients, creating scripts for debug tooling.
• Must have a basic knowledge of UI and API integration.
• Must be presentable to clients and a clear, empathetic communicator able to talk to clients and stakeholders with confidence.
• Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.
Mandatory Skills: Java or any object-oriented programming language, Linux, SQL (between Linux and SQL, candidate should be strong in at least one of them)
Basic Qualifications (Required skills)
· Bachelor’s degree in information technology, Computer Information Systems, Computer Science, or a rela
📌 Production Support Engineer (México)
🏢 Encora
📍 México