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 related field. · 3 to 5 ye

📌 Production Support Engineer (Santa Catarina)
🏢 Encora
📍 Santa Catarina