L3 Production support

Role: L3 Support Engineer Location: Mexico - Remote Language Required: English (Fluent) Job Summary: We’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. The role focuses on deep incident diagnosis, partnering with engineering for fixes and reliability improvements, and building the tooling, runbooks, and documentation that enable L1/L2 teams to resolve issues faster. Responsibilities: 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. Create and maintain clear documentation for L1/L2 teams; deliver enablement sessions as n...