Senior Application Support Specialist

emagine; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

emagine is seeking a Senior Application Support Specialist to lead incident resolution, optimize performance, and mentor junior teammates. The role focuses on expert troubleshooting, capacity planning, and collaborating with product teams.

This is a 12-month contract with potential conversion to a permanent role, located in a hybrid setup in Mexico City. Start ASAP.

Formación

• L2 Application Support experience with cloud background.
• Willing to grow to L3 (e.g., Site Reliability Engineer) in future.
• Proficiency in Java, Spring Boot and Kubernetes.
• Experience with MongoDB and Kafka.
• Cloud platforms: Azure, AWS or GCP preferred.
• Technical specialist profile rather than call center.
• Strong troubleshooting and problem solving abilities.
• Proactive mindset focused on reliability and improvement.
• Interest in long-term engagement with potential for FTE.

Responsabilidades

• Manage and resolve incidents within agreed service levels.
• Solve the most complex and critical application issues.
• Coordinate with other IT teams for production incident resolution.
• Communicate with senior management about critical incidents and improvements.
• Monitor system performance and enhance application performance with product teams.
• Develop and maintain Error Budgets for supported apps.
• Implement automated alerts and monitoring for apps and infra.
• Lead support-related projects and initiatives.
• Generate and analyze reports on support metrics and performance.
• Mentor junior team members and provide advanced training.

Conocimientos

L2 Application Support

Cloud technology

Java

Spring Boot

Kubernetes

Troubleshooting

Problem solving

Continuous improvement

Long-term engagement

Herramientas

MongoDB

Kafka

Elastic

Splunk

Dynatrace

New Relic

Azure

AWS

GCP

Descripción del empleo

Position Overview

The Senior Application Support Specialist role requires expert-level troubleshooting and resolution of complex application issues to ensure optimal system reliability and performance. This position entails leading support-related projects, contributing to capacity planning, and optimizing application performance through advanced configurations and tuning. Mentorship of junior team members and effective communication with senior management and stakeholders regarding critical issues and enhancements is essential.

Position Overview

The Senior Application Support Specialist role requires expert-level troubleshooting and resolution of complex application issues to ensure optimal system reliability and performance. This position entails leading support-related projects, contributing to capacity planning, and optimizing application performance through advanced configurations and tuning. Mentorship of junior team members and effective communication with senior management and stakeholders regarding critical issues and enhancements is essential.

Main Responsibilities

• Manage and resolve incidents within agreed service levels.
• Resolve the most complex and critical application issues.
• Coordinate with other IT teams for seamless resolution of production incidents.
• Communicate effectively with senior management and key stakeholders about critical incidents and improvements.
• Monitor system performance and collaborate with product teams to enhance application performance.
• Develop and maintain Error Budgets for supported applications.
• Implement automated alerts and monitoring for applications and infrastructure.
• Lead support-related projects and initiatives.
• Generate and analyze reports on support metrics and application performance.
• Mentor junior team members and provide advanced training sessions.

Key Requirements

• L2 Application Support experience with a background in cloud technology.
• Opportunities for future growth to an L3 role (e.g., Site Reliability Engineer).
• Proficiency in Java, Spring Boot, and Kubernetes.
• Experience with MongoDB and Kafka.
• Preferred experience with cloud platforms such as Azure, AWS, or GCP.
• Technical specialist profile rather than traditional call center or service desk roles.
• Close collaboration with the L3 Engineering Team (Development, SRE, DevOps, and Infrastructure teams).
• Experience with monitoring and alerting solutions. Knowledge of Elastic, Splunk, Dynatrace, or New Relic is advantageous.
• Strong troubleshooting and problem-solving skills.
• Proactive mindset focused on continuous improvement and system reliability.
• Desire for long-term engagement with the potential for conversion to a permanent employee.

Nice to Have

• Understanding of observability concepts and best practices.

Start: ASAP

Duration: 12 months and then converting consultant into FTE after the contract closure

Workload: Full‑time

Location: Hybrid Mexico City