Senior Application Support Specialist

emagine is looking for a freelance Senior Application Support Specialist for one of our partners in Mexico City.

Do you want to become part of a global support organization for a suite of cloud-native in-house developed applications?

Are you keen on delivering world class application support, and do terms like cloud technology, microservices and machine learning pique your interest?

If so, you might well be our coming Application Support Specialist for the Enterprise Platform Operations organization.

Join a vetted team of talented specialists, focused on the organization's most valuable digital products

You will join an agile department responsible for developing and operating modern products, in line with the digital strategy. The teams purpose is to generate direct business value for the business divisions by building advanced end-to-end products, while drawing on state of the art machine learning / artificial intelligence capabilities.

The use cases they solve tend to have a high degree of complexity, often requiring non-deterministic problem solving, near real-time data processing, high availability, vertical and horizontal scalability, and a high volume of transactions.

They are now expanding their application support capability across the products in a unified manner. You will join an international, around-the-clock application support team taking on this challenge:

• Engage with application end users to analyze and document issues and take responsibility for their successful resolution.

• Work with DevOps, SREs, Test Engineers, and Development teams to implement permanent solutions.

• Further advance their monitoring framework and ensure 24/7 system and support availability via on-call.

• Work closely with both IT and business to facilitate the continual improvement in the availability, performance, functionality, and security of their platforms.

• Work with industry leading technologies like Kubernetes, Kafka, MongoDB, and Docker.

For you to be successful in this position, we imagine that you:

• Demonstrate a strong sense of ownership, customer service, and integrity.

• You are organized and enjoy working in a team.

• Possess excellent communication skills and command of the English language.

The ideal candidate:

• Brings 4+ years of experience within application or technical support

• Has a relevant bachelor's degree or equivalent experience.

• Have foundational knowledge of:

  • microservice architecture

  • ITSM tools

  • the Atlassian products.

  • familiarity with a programming or scripting language is a plus.

Senior Application Support Specialist

Provides expert-level troubleshooting and resolution of the most critical and complex application issues, ensuring the highest levels of system reliability and performance.

Leads support-related projects and strategic initiatives, contribute to capacity planning, and optimize application performance through advanced configurations and tuning. Mentors junior team members, develops and maintains in-depth knowledge base articles, and communicates effectively with senior management and stakeholders about critical issues and improvements.

• Manage and resolve incidents within agreed service levels.

• Resolve the most complex and critical application issues.

• Coordinate with other IT teams to ensure seamless resolution of production incidents.

• Communicate effectively with senior management and key stakeholders about critical incidents and improvements.

• Monitor system performance and collaborate with Product teams on improving applications for better performance, stability and easier supportability.

• Develop, maintain and track Error Budgets for supported applications.

• Implementation of automated alerts and monitoring of application and underlying infrastructure.

• Lead support-related projects and initiatives.

• Generate and analyze reports on support metrics and application performance.

• Develop and maintain in-depth knowledge base articles and documentation.

• Mentor junior team members and provide advanced training sessions.

Start:

1st of September 2026

Duration:

28th of February 2027

Hours per week:

40

Location:

Tlacoquemecatl Del Valle Mexico City Ciudad de Mexico 03200 Mexico

Days onsite per week:

3

Seniority:

Senior Consultant with 6-9 years of experience.