Lead Support Engineer

Mroads; Bogotá ciudad; Presencial; COP 24.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

Mroads is seeking Lead support engineers to be the first line of support for our AI platform in Bogotá. You will triage ServiceNow tickets, assist product teams with APIs, and debug production issues while escalating to engineering when needed.

This role is not a traditional help desk; issues span LLM gateways, workflow engines, Kubernetes services, and enterprise data systems. Strong customer-facing skills are essential.

Formación

• 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.

Conocimientos

API troubleshooting

Incident management

Kubernetes

Python/Node.js

LLM/AI platform knowledge

Customer-facing communication

Technical documentation

Herramientas

Dynatrace

Cursor

MCP tools

Descripción del empleo

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 escape 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