Role: L3 Lex Support Engineer (JAVA and Linux)
Location: Mexico (Remote)
Mode: Full Time
Role Overview:
We are seeking an experienced L3 Support Engineer and proactive individual with strong application support experience of 5+ years in Java. This role requires expertise in working on Linux environment, distributed systems, troubleshooting system issues.
Key Responsibilities:
- Provide escalated technical support for LeX platform application issues, diagnosing and resolving complex problems through in-depth analysis. Escalate unresolved issues to development teams with detailed documentation.
- Perform system monitoring, maintenance, and optimization to ensure platform stability and performance. Identify and address performance bottlenecks, software bugs, and system errors.
- Assist in the deployment and release checkouts, configuration changes like rate limits and user onboardings.
- Develop and maintain technical documentation, including troubleshooting guides and standard operating procedures (SOP).
- Build and improve runbooks to minimize operational errors and improve operational efficiency.
- Manage incidents, communicate effectively with users, application owners, and senior stakeholders across all areas.
- Conduct root cause analysis (RCA) for recurring issues and recommend preventive measures or process improvements.
- Analyze patterns of failures and issues to share the tickets for strategic and permanent fixes to App Dev, there by improving infrastructure stability and performance.
Required Skills & Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 5+ years of experience in L3 support or similar roles.
- Strong proficiency in JAVA programming and application support.
- Good Troubleshooting skills in analyzing System and Application logs and working experience of support function in distributed systems.
- Proficiency with Linux-based operating system, commands and utilities.
- Strong ability to debug application issues to identify the underlying root cause
- Good communication skills with ability to articulate the technical and functional aspects of a production problem to help drive solutions with App Dev teams.
Preferred:
- Experience with cloud platforms (AWS).
- Familiarity with CI/CD pipelines and DevOps practices.
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