Ingeniero de Soporte

About the role

The Support Engineer will ensure continuous operation of the fintech's platforms and services by handling, analyzing, and resolving incidents from start to finish. The role involves advanced technical support, root‑cause investigation, coordination of solutions, and adherence to SLA commitments, contributing to the stability and continuous improvement of backend applications.

Key responsibilities

• Attend to, analyze, and resolve medium to high‑complexity technical incidents in backend applications and services.
• Manage the full ticket lifecycle, from reception to closure.
• Conduct root‑cause analyses (RCA) and implement corrective and preventive actions.
• Monitor availability, stability, and performance of backend services.
• Collaborate with Development, DevOps, QA, and Product teams to resolve incidents.
• Execute database queries and validations for diagnosis and solution.
• Review logs, traces, and metrics to identify anomalous behavior.
• Document incidents, solutions, procedures, and lessons learned.
• Propose improvements for stability, scalability, and maintainability.
• Track SLA compliance and participate in on‑call rotations when required.

Required profile

• Degree in Computer Systems Engineering, Computer Science, Software Engineering or a related field.
• At least 2 years of experience as a Backend Developer, Application Support Engineer, or Software Engineer.
• Proven experience resolving production incidents.
• Familiarity with ticketing tools such as Jira Service Management, Zendesk, Freshservice or ServiceNow.
• Experience working with agile methodologies (Scrum or Kanban) and collaborating with development and operations teams.

Required skills

• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow
• Scrum
• Kanban
• SQL (database querying and validation)