DevOps Support Engineer

Mroads is looking for a "DevOps Support Engineer" for one of the direct clients in Mexico City. This is a hybrid role.

Key Responsibilities:

• 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.

Required Skills:

• 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.

Preferred Skills:

• Experience with AWS, Azure, GCP, or hybrid cloud environments.
• Knowledge of Python, Bash, PowerShell, SQL, or other scripting/query technologies.
• Familiarity with Terraform, Ansible/AAP, Git, and CI/CD tools.
• Knowledge of AWS networking services, including VPC, Route 53, ALB/NLB, Transit Gateway, and Direct Connect.
• Experience with microservices, distributed applications, Docker, or Kubernetes.
• AWS, Azure, ITIL, Cisco, or related certifications are preferred.
• Experience working in Agile/SAFe environments.