Project description:
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:
Triage & Incident Ownership

Perform rapid intake, triage, and prioritization of alerts, tickets, and incidents.

Act as Incident Owner during high-severity events, ensuring clear communication, timely updates, and swift restoration of service.

Maintain accurate, real-time incident timelines and post-incident documentation.

Troubleshooting & Restoration

Use observability/monitoring tools (e.g., Kibana, Dynatrace, CloudWatch, Grafana) to correlate logs, metrics, and traces; identify anomalies, performance bottlenecks, and failure patterns.

Perform targeted mitigations, rollbacks, config fixes, and coordinate hotfixes to restore service quickly.

Cross-Team Collaboration

Engage with App Dev, DevOps, Database, Network, Security, QA,



and vendor partners to drive efficient problem resolution.

Provide clear technical context, hypothesis-driven analysis, and evidence from monitoring tools to accelerate fixes.

Facilitate postmortems and continuous improvement actions.

Platform & Application Stack Awareness

Maintain runbooks, service maps, and dependency diagrams to speed up diagnosis.

Service Quality & Process Excellence

Contribute to automation and self-healing routines (alert tuning, auto-remediation, playbooks).

Recommend monitoring gaps to improve observability

Skills:
Must have

Bachelor's degree in computer science/information technology or related field

GraphQL (server + client)

3+ years of experience in supporting JavaScript with React v18+ with modern patterns or equivalent experience

Software packaging and software release management using GitHub

Effective Communication (verbal + written)

Excel at triage or analysis of situations for production support

📌 Core Support (Guadalajara)
🏢 Luxoft
📍 Guadalajara