Senior Support Engineer - MX-Monterrey

🚀 About the Role

At Globant, we help leading organizations deliver reliable, scalable, and secure digital experiences through world-class engineering, cloud solutions, and operational excellence.

We are looking for a Senior Support Engineer to join a global support organization responsible for maintaining the availability, performance, and reliability of critical enterprise applications and services.

This position is hybrid in Monterrey, Nuevo León, and requires collaboration with global teams supporting enterprise-scale platforms and cloud-hosted services.

🧩 What You’ll Do

Application & Platform Support

• Provide Level 2 support for enterprise web applications, platforms, and cloud-hosted services
• Monitor, investigate, troubleshoot, and resolve production incidents
• Perform root cause analysis and collaborate with engineering teams to drive long-term solutions
• Manage incidents through established ITSM and operational processes

Monitoring & Operational Excellence

• Analyze application logs, infrastructure metrics, and system performance data
• Utilize observability tools to identify trends and proactively prevent issues
• Collaborate with operations and engineering teams to improve reliability and availability
• Contribute to continuous improvement initiatives and support process optimization

Incident & Problem Management

• Own incident lifecycle management, including communication, escalation, tracking, and resolution
• Document findings, root causes, and corrective actions
• Escalate defects and collaborate with development teams when required

Cross-Functional Collaboration

• Partner with Development, Operations, Professional Services, and Business stakeholders
• Support authentication and authorization workflows across enterprise platforms
• Participate in knowledge transfer sessions and onboarding of new technologies and services

🔎 What We're Looking For

• Experience supporting enterprise applications in production environments
• Experience working with cloud-hosted services and distributed systems
• Strong troubleshooting, analytical, and root cause analysis skills
• Experience using ITSM tools and incident management processes
• Excellent English communication skills (written and verbal)

Technical Skills

• Linux administration and troubleshooting
• REST APIs and web services
• SQL querying and data analysis
• Apache, JBoss, and J2EE environments
• Bash or Perl scripting for log analysis and troubleshooting

Monitoring & Observability

Experience with one or more:

• Dynatrace
• Datadog
• AppDynamics
• AWS CloudWatch
• Azure Application Insights

Technologies

• Linux
• Apache
• JBoss
• J2EE
• REST APIs
• Microsoft SQL Server

⭐ Nice to Have

• AWS, Azure, or ITIL certifications
• Identity & Access Management (IAM) experience
• DevOps knowledge supporting web-based applications
• Experience with authentication and authorization platform

This job can only be filled in Monterrey, NL #LI-Hybrid

Create with us digital products that people love. We will bring businesses and consumers together through AI technology and creativity, driving digital transformation to positively impact the world.

At Globant, we believe in fostering a diverse and inclusive workplace where everyone feels valued and respected. We are an Equal Opportunity Employer committed to creating a thriving and inclusive environment for all employees and candidates, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. If you need any assistance or accommodations due to a disability, please let us know by applying through our Career Site or contacting your assigned recruiter.

We may use AI and machine learning technologies in our recruitment process. Compensation is determined based on skills, qualifications, experience, and location. In addition to competitive salaries, we offer a comprehensive benefits package. Learn more about our commitment to diversity and inclusion and Globant’s Benefits.