L2 Production Support Engineer (Java, SQL, Linux)

Job Mode: Full-time

Work Mode: Hybrid position to work 4 days per month at the client's office in Mexico City or GDL

ID: 19964

Responsibilities and Duties

• Investigate and drive support resolution with senior external clients, internal stakeholders and other Marquee engineering teams. Serve as point of escalation for support issues from Marquee Helpdesk (L1)
• Providing mentorship and guidance to junior team members to ensure successful resolution of issues
• Develop and mature the SRE strategy to ensure scalability, reliability, and performance of our platforms.
• Automate manual processes to increase efficiency and reduce risk.
• Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.
• Work closely with the engineering team to drive resolution of client issues.
• participate in on-call rotations and respond to incidents as needed.
• Continuously improve processes and systems to increase reliability and reduce risk.
• Influence and suggest improvements on roadmap for enhancing Marquee client experience.
• Create documentation /runbooks and code snippets to share with clients and internal engineering teams

Key criteria

• Must be comfortable coding in Java and or Python, debugging API calls, writing quality-of-life snippets for clients, creating scripts for debug tooling.
• Must have a basic knowledge of UI and API integration.
• Must be presentable to clients and a clear, empathetic communicator able to talk to clients and stakeholders with confidence.
• Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.

Mandatory Skills: Java or any object-oriented programming language, Linux, SQL (between Linux and SQL, candidate should be strong in at least one of them)
Basic Qualifications (Required skills)

• Bachelor’s degree in information technology, Computer Information Systems, Computer Science, or a related field.
• 3 to 5 years of work experience on SDLC/Devops, LINUX system platforms.
• Good Linux Scripting/Development skills - JAVA, Python (any).
• Good knowledge in technologies like Autosys/Job scheduling systems like CRON, NIS, Apache, Tomcat, any RDBMS like DB/ MS-SQL/Oracle/Sybase, Public/Private Cloud.
• Good Knowledge of SDLC, CVS, SVN, GIT, Maven, GITLAB, Docker and Jenkins.
• Knowledge of Devops dependencies - code review, builds, repositories, packages, distribution.
• Knowledge of config management - chef, puppet, ansible and related languages . groovy, go, json, yml, ini (any)
• Strong analytical and troubleshooting capabilities.
• Excellent soft skills & Communication (Verbal and Written) .
• Must be willing to work in rotational shifts.
• Ability to Multi task in high paced environment.
• Problem Solver and To-Do attitude, ability to face technical challenges and drive solution.

Preferred Qualifications (Nice to have)

• Having worked in environment supporting 10000+ servers a plus.
• Multiple Application Support Experience a plus.
• ITIL and ITSM experience a plus.
• Global clients facing Support team experience a plus.
• Able to work within a Global team, prior experience a plus .
• Prior experience with Financial Institution a plus.

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.