Support Senior Software Engineer (SaaS)

TL;DR

Support Senior Software Engineer (SaaS): Managing day-to-day operations, ensuring product administration and platform reliability, and overseeing incident management and resolution processes with an accent on platform performance optimization. Focus on developing procedures for handling escalations, implementing service level agreements, and creating operational reports and dashboards.

Location: Hybrid in Mexico City

Company

hirify.global is a company.

What you will do

• Own incident resolution processes for L1 and L2 operations, ensuring timely and effective troubleshooting of technical issues.
• Define and implement procedures for handling escalations and high-priority incidents.
• Ensure root cause analysis is conducted for major incidents, and follow up on remediation actions.
• Develop and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for platform performance and product support operations.
• Oversee the platform's operational stability and performance, ensuring high availability and scalability.
• Manage SaaS platform administrations and self-hosted applications in cloud environments like AWS.

Requirements

• 6+ years of experience in IT.
• Strong understanding of IT infrastructure, cloud platforms, and operational best practices.
• Strong experience on Docker, Kubernetes & Helm along with any programming language (Java preferred) experience to support platform KLO & monitoring
• Proven experience with incident management, service management, and driving process improvements.
• Expertise in monitoring tools, automation frameworks, and platform performance optimization.
• Strong understanding of networking fundamentals (TCP/IP, DNS, load balancing, etc) and authentication/authorization mechanisms (OAuth 2.0, SAML, JWT etc)

Culture & Benefits

• Collaborate closely with engineering, product, and infrastructure teams to ensure the smooth functioning of systems and platforms.
• Provide a high level of operational support to meet business goals.