Remote-First MIS Support Engineer for Production Incidents

Cimpress Technology; Ciudad Juárez; Presencial; MXN 520.000 - 780.000; Jornada completa

Descripción de la vacante

Cimpress Technology in Ciudad Juárez is seeking a seasoned Technical Support Engineer to join our MIS Support team. You will provide Level 2 support for enterprise applications and serve as the primary escalation point for customers and Tier 1 issues.

You will troubleshoot logs, API responses, and system metrics, collaborating with Engineering and DevOps to resolve complex problems and improve runbooks and monitoring.

Formación

• 5+ years of experience in Application Support, Production Support or Technical Support.
• Experience supporting enterprise or SaaS applications in production environments.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
• Ability to prioritize multiple issues in a fast-paced, customer-focused environment. Strong understanding of application support methodologies and incident management.
• Experience troubleshooting production applications and distributed systems.
• Ability to analyze application logs, error messages and stack traces to identify root causes.
• Experience working with REST APIs, including querying, testing and troubleshooting API endpoints.
• Strong understanding of JSON request and response payloads.
• Knowledge of SQL for querying databases and troubleshooting data-related issues.
• Experience using monitoring and observability platforms and tools such as: New Relic, Sumo Logic, Jira or Zendesk, GitLab, Postman, Visual Studio Code (VS Code)

Responsabilidades

• Provide Level 2 technical support by responding to and resolving escalated issues from Customer or Tier 1 Support.
• Assist the Incident Management team in diagnosing and resolving high-priority production incidents within defined SLAs.
• Investigate application, configuration and integration issues to determine root cause and recommend appropriate resolutions.
• Troubleshoot application behavior by analyzing logs, stack traces, API responses and system metrics.
• Support customer requests and resolve functional or technical configuration issues.
• Escalate product defects to Engineering with detailed technical analysis and supporting evidence.
• Monitor production systems using observability and monitoring tools to proactively identify potential issues.
• Respond to alerts, investigate anomalies and coordinate issue resolution with cross-functional teams.
• Perform health checks and validate application stability following deployments or incident recovery.
• Work closely with Engineering, Product and DevOps teams to resolve complex technical challenges.
• Develop and maintain troubleshooting guides, runbooks, SOPs and knowledge base documentation.
• Identify recurring issues and recommend automation or process improvements to reduce support effort.
• Contribute to automation initiatives that improve support efficiency and operational excellence.
• Contribute to post-incident reviews and continuous improvement initiatives that enhance platform reliability and customer satisfaction.

Conocimientos

Application Support

Production Support

Technical Support

REST APIs

JSON

SQL

Logging analysis

Monitoring

Herramientas

New Relic

Sumo Logic

Jira

Zendesk

GitLab

Postman

VS Code

Confluence

Slack

PowerShell

Python

Descripción del empleo

Cimpress Technology in Ciudad Juárez is seeking a seasoned Technical Support Engineer to join our MIS Support team. You will provide Level 2 support for enterprise applications and serve as the primary escalation point for customers and Tier 1 issues.

You will troubleshoot logs, API responses, and system metrics, collaborating with Engineering and DevOps to resolve complex problems and improve runbooks and monitoring.