Company Description mroads is dedicated to helping organizations build next-generation workforces through the use of advanced technology and data-driven insights. The company focuses on innovation to create solutions that simplify daily work for people and organizations. mroads offers staff augmentation and consulting services, alongside its flagship HR product, Paññã.
Paññã is an artificially intelligent, cloud-based video interview platform designed to transform hiring processes and enhance talent acquisition. Joining mroads means contributing to forward-looking solutions that shape the future of work.
Role Description The Senior Support Engineer is a full-time, hybrid role based in Benito Juárez, CMX, with flexibility for some work-from-home arrangements 3 days hybrid. This role is responsible for providing advanced technical and customer support for mroads solutions, including resolving complex issues related to system performance, configuration, and integrations.
The Senior Support
Engineer will triage support requests, identify root causes, implement workarounds or fixes, and collaborate with engineering teams to drive long-term solutions. Daily activities include monitoring system health,
documenting incidents and resolutions, guiding customers through troubleshooting steps, and contributing to support knowledge bases. The role also involves mentoring junior support staff, helping to refine support processes, and ensuring a high-quality, responsive support experience for customers.
English conversation is mandatory for this role.
Must Haves
- 7 years in app support, SRE, or platform engineering
- Strong API troubleshooting and incident management skills
- Kubernetes/container log experience
- APM/distributed tracing experience (Dynatrace preferred)
- Python or Node.js literacy
- Basic LLM/AI platform knowledge (models, tokens, embeddings, guardrails)
- Strong communication and customer-facing skills
- Technical Documentation writing, SOPs, and other procedures as follow ups to incidents.
Nice to haves
- LiteLLM, Temporal, GraphQL, Kafka, AWS Bedrock/EKS
- AI agent or chatbot platform experience
- Harness CI/CD or enterprise SSO familiarity
- Fluent in using Cursor + MCP tools to diagnose issues and write documents.
Thanks & Regards.!
Azhar Syed
[email protected]
📌 Senior Support Engineer (Benito Juárez)
🏢 mroads
📍 Benito Juárez