App Support Engineer Web-based Jr
Softtek · Mexico
IT Services and IT Consulting · 10,001+ employees
About the role
Monitor and support mission-critical applications in a production environment by reviewing alerts and performing basic troubleshooting. Collaborate with senior engineers and stakeholders to ensure service availability while documenting incidents in ServiceNow.
What they look for
Requirements
Requires 1 to 2 years of experience in application support or IT operations with a basic understanding of monitoring tools. Candidates should possess strong analytical skills, familiarity with SQL, and the ability to work under pressure in an SLA-driven environment.
Full description
Junior Mission-Critical Application Monitoring & Support Analyst
Responsibilities:
monitor and support mission-critical applications in a production environment. The role focuses on reviewing alerts, monitoring application health, performing basic troubleshooting, analyzing logs, and assisting with incident resolution while working under defined SLAs. The candidate will collaborate with senior engineers, application teams, and business stakeholders to ensure service availability and reliability.
Responsibilities include monitoring dashboards and alerts, investigating incidents, documenting findings in ServiceNow, participating in RCA activities, maintaining operational procedures, and helping improve monitoring coverage and alert quality. The ideal candidate should possess strong analytical skills, a sense of urgency, attention to detail, effective communication skills, and a willingness to learn in a fast-paced operational environment.
Preferred Qualifications
- 1 to 2 years of experience in Application Support, Monitoring, or IT Operations.
- Basic understanding of monitoring tools such as New Relic, Splunk, Datadog, Dynatrace, Grafana, or similar platforms.
- Basic experience with log analysis and troubleshooting.
- Familiarity with SQL and database queries.
- Understanding of incident management and SLA-driven environments.
- Basic knowledge of cloud platforms (Azure, AWS, or GCP) is a plus.
- Strong problem-solving skills and customer-oriented mindset.
- Ability to work under pressure and manage multiple priorities.
- Good verbal and written communication skills in English.
Success Profile
A successful candidate is someone who is proactive, eager to learn, capable of investigating operational issues, follows incidents through resolution, communicates effectively, and contributes to maintaining the stability and performance of business-critical applications.
