SUPPORT ENGINEER

Svitla Systems Inc. is looking for a Middle Support Engineer for a full-time position (40 hours per week) in Mexico (Guadalajara). Our client is a global, science-led biopharmaceutical company specializing in the discovery, development, and commercialization of prescription medicines.You’ll join the IT Platform Team. This role will provide operational support for the digital pathology portal applications, ensuring reliability, performance, and security, while supporting digital transformation goals. The successful candidate will work across various applications and DevOps processes critical to the digital pathology portal.RequirementsBachelor's or master’s degree in computer science or an IT-related discipline with a relevant total of 3-5 years of experience in the IT industry.Sound understanding of ITIL principles and hands-on experience managing incidents, problems, and changes in line with ITIL processes.Advanced knowledge of ServiceNow for incident, problem, and change management.Working knowledge of JIRA for task management and tracking.Hands-on experience resolving issues related to Single Sign-On (SSO), SAML, and SSL certificates in a production environment.Expertise in diagnosing and resolving basic application connectivity and network-related problems, including firewall, DNS, and protocol issues.Solid experience supporting, configuring, and troubleshooting both Windows and Unix server environments used for hosting and running applications.Understanding storage solutions relevant to application support (e.g., NFS, persistent volumes, SAN/NAS), including monitoring capacity, managing upgrades, and troubleshooting storage performance and access issues.Experience supporting and troubleshooting relational (SQL) and non-relational (NoSQL) databases—such as Microsoft SQL Server, MySQL, MongoDB, or similar—in the context of an application.Nice to haveKnowledge of scripting languages like Python, Bash, and Java.Experience with CI/CD tools, release management, and process migrations.Strong analytical skills, ability to work independently, and experience collaborating with global teams.Familiarity with Agile methodologies like SCRUM, Kanban, or SAFe.ResponsibilitiesMonitor application health and performance via designated dashboards and platform tools, ensuring consistent uptime and proactively addressing potential issues.Respond to and resolve support tickets raised in ServiceNow, including troubleshooting access issues (networking, SSL, SSO), monitoring incident queues, and escalating complex problems when needed.Collaborate with internal and external stakeholders to ensure prompt ticket closure and high user satisfaction.Liaise with software vendors and external support partners for deeper troubleshooting, escalations, and issue resolution, including coordinating joint investigations as needed.Plan, test, and implement upgrades and patches for portal applications in accordance with ITIL processes.Track change requests and update workflows using JIRA.Collaborate in Agile ceremonies for change delivery and documentation.Support user onboarding/offboarding, troubleshoot SSO integration issues, manage SSL certificate renewals, and ensure application connectivity in line with company security and compliance standards.o Develop and update internal support documentation, process guides, and Knowledge Base Articles (KBAs) to reflect new troubleshooting steps, configurations, and platform enhancements.Collaborate with product owners, infrastructure teams, and vendors to identify recurring issues and propose practical solutions.Participate in review meetings and Agile sprints to support ongoing improvements to the digital pathology portal.We offerWork with #1 winner of the ‘Best Place to Work’ award!US and EU projects based on advanced technologies.Legal IMSS contract and competitive compensation.Regular performance appraisals to support your growth.Flexibility in workspace, either remote or in our welcoming office.Remote work financial support.Comprehensive medical insurance including family.Life insurance, maternity policy, family days off.Christmas Bonus in the amount of 30 days' payment.Bonuses for recommendations of new employees.Bonuses for article writing, public talks, other activities.15 vacation days, 25% vacations bonus, 11 national holidays.Personalized learning program tailored to your interests and skill development.Free tech webinars and meetups organized by Svitla.Monthly Pantry Vouchers, free office snacks, and drinks.Fun corporate online\offline celebrations and activities.Awesome team, friendly and supportive community!