AI Platform Support Engineer – API & Incident Triage

mroads; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Mroads is seeking an Application Support Engineer for our direct client in Mexico City, Mexico. This role is the first line of support for our AI platform, triaging ServiceNow tickets and helping product teams use our APIs. You will debug production issues and escalate to engineering when needed.

This is not a traditional help desk role; issues span workflow engines, Kubernetes services, and enterprise data systems. The right person is technical, curious, and strong with customers.

Qualifications

• 5 years in app support, SRE, or platform engineering.
• Strong API troubleshooting and incident management.
• Dynatrace or similar APM and distributed tracing experience.
• Python or Node.js literacy.
• Basic LLM/AI platform knowledge.
• Excellent communication and customer-facing skills.
• Documentation writing and SOPs for incident follow-ups.

Responsibilities

• Provide first line of support for our AI platform and triage ServiceNow tickets.
• Assist product teams in using our APIs and diagnose production issues.
• Escalate to engineering when necessary and coordinate incident response.
• Work across workflow engines, Kubernetes services, and enterprise data systems as needed.

Skills

App support

SRE

Platform engineering

API troubleshooting

Incident management

Dynatrace

Python

Node.js

AI/LLM basics

Communication

Technical docs

Tools

ServiceNow

Kubernetes

APM tools

Job description

Mroads is seeking an Application Support Engineer for our direct client in Mexico City, Mexico. This role is the first line of support for our AI platform, triaging ServiceNow tickets and helping product teams use our APIs. You will debug production issues and escalate to engineering when needed.

This is not a traditional help desk role; issues span workflow engines, Kubernetes services, and enterprise data systems. The right person is technical, curious, and strong with customers.