Hybrid Application Support Engineer — APIs, Logs & Cloud

mroads; Ciudad de México; Híbrido; MXN 320.000 - 420.000; Jornada completa

Descripción de la vacante

Mroads in Mexico City is seeking an Application Support Engineer for a direct client engagement. This hybrid role focuses on providing multi-level production support, monitoring health, and diagnosing API and integration issues to keep services available.

You will troubleshoot REST APIs, analyze logs, create runbooks, and communicate incidents clearly to technical and non-technical stakeholders. On-call rotations may be required, and experience with AWS and cloud tools is a plus.

Formación

• Experience supporting and troubleshooting enterprise applications and production environments.
• Strong understanding of application data flows, APIs, integrations, and service dependencies.
• Hands-on experience with cURL, Postman, REST APIs, HTTP/HTTPS, and JSON.
• Strong experience with log analysis and end-to-end request tracing.
• Experience troubleshooting API errors, authentication issues, timeouts, latency, connectivity, and application failures.
• Working knowledge of AWS/cloud environments, including CloudWatch and basic VPC/networking concepts.
• Understanding of TCP/IP, DNS, routing, firewalls, load balancing, and network connectivity.
• Experience with monitoring tools such as Dynatrace, Splunk, Grafana, CloudWatch, or similar.
• Familiarity with ServiceNow or similar ITSM platforms.
• Basic Linux and/or Windows troubleshooting knowledge.
• Strong analytical, problem-solving, documentation, and English communication skills.

Responsabilidades

• Provide L1/L2/L3 production and technical support based on the assigned support level.
• Monitor application and service health, availability, performance, and connectivity.
• Troubleshoot application, API, integration, cloud, and connectivity issues.
• Use cURL, Postman, or similar tools to test APIs, validate endpoints, and analyze requests and responses.
• Analyze application, API, system, and infrastructure logs to identify and resolve issues.
• Trace requests and data flows end-to-end across applications, APIs, services, and downstream dependencies.
• Troubleshoot REST APIs, including HTTP/HTTPS, JSON, headers, authentication, status codes, timeouts, and failed requests.
• Perform incident management, service restoration, escalation, and root cause analysis.
• Support deployments, configuration changes, releases, and production validation.
• Create and maintain runbooks, SOPs, troubleshooting guides, and knowledge-base documentation.
• Provide clear, concise incident updates and explain technical findings in natural language to technical and non-technical stakeholders.
• Participate in on-call/shift support rotation as required.

Conocimientos

Enterprise support

APIs & integrations

cURL & Postman

Log analysis & tracing

AWS / CloudWatch

Networking fundamentals

Monitoring tools

ITSM platforms (ServiceNow)

Linux/Windows troubleshooting

English communication

Herramientas

cURL

Postman

REST API tooling

Docker

Kubernetes

Terraform

Ansible/AAP

Git

CI/CD tools

CloudWatch

Descripción del empleo

Mroads in Mexico City is seeking an Application Support Engineer for a direct client engagement. This hybrid role focuses on providing multi-level production support, monitoring health, and diagnosing API and integration issues to keep services available.

You will troubleshoot REST APIs, analyze logs, create runbooks, and communicate incidents clearly to technical and non-technical stakeholders. On-call rotations may be required, and experience with AWS and cloud tools is a plus.