Company Description mroads is dedicated to helping organizations build next-generation workforces by harnessing technology and data. The company focuses on innovation to create solutions that simplify daily work for both people and organizations. Its portfolio includes staff augmentation and consulting services that support clients across diverse industries. mroads also offers Paññã, a cloud-based, AI-driven video interview platform that transforms HR processes and talent acquisition.

Team members join a forward-looking environment that values impactful, tech-enabled solutions.

Role Description The Lead Cloud Support Engineer is a full-time, hybrid role based in Benito Juárez, CMX, with flexibility for some work from home. This role is responsible for providing advanced technical and cloud support, including diagnosing and resolving complex issues, monitoring system performance, and ensuring high availability of cloud services. The engineer will lead incident response efforts, coordinate with cross-functional teams, and document solutions and best practices. Day-to-day tasks include managing user requests, maintaining secure and reliable network connectivity, and performing routine system administration in cloud and related environments.

The Lead Cloud Support

Engineer will also mentor junior team members, contribute to process improvements, and support continuous enhancement of mroads’ technology platforms.

NOTE:



This role is required 3 days oniste at Actipan, Benito Juárez, 03230 Ciudad de México / Hybrid - 3 Days a Week.

Fluency in English is must

Job Summary

We need Lead support engineers to be the first line of support for our AI platform. They will triage ServiceNow tickets, help product teams use our APIs, debug production issues, and escalate to engineering when needed.

This is not a traditional help desk role. Issues often span LLM gateways, workflow engines, Kubernetes services, and enterprise data systems. The right person is technical, curious, and good with customers.

Must Haves

- 10 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]

📌 Lead Cloud Support Engineer (Benito Juárez)
🏢 mroads
📍 Benito Juárez