Remote It Customer Support Engineer

Title: L3 SUPPORT ENGINEER Location: Mexico City, CDMX, Mexico RemoteWe're looking for a hands-on L3 Support Engineer who will act as the escalation point for critical production issues across trading and risk systems.Own L3 escalations end-to-end: triage, root cause analysis, remediation, and post-incident follow-up with engineering and stakeholders.Partner with product and engineering to improve reliability, operability, and supportability of applications, including logging, metrics, and alert quality.Develop scripts, runbooks, diagnostics, and quality-of-life tools that streamline investigations and reduce meantime to resolution.Contribute to incident reviews and problem management, driving permanent fixes and automation for recurring issues.Participate in a limited weekend/on-call rotation (approximately 4–6 weekends per year) with compensating time-off per policy.Bachelor's degree (or equivalent experience) and 3+ years in software engineering or production support.Proficient i...