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DaCodes

Custom software solutions to scale businesses

Application Support Engineer L2 - Datadog & SQL

IT OperationsConfirmed live in the last 24 hours
Full-timeRemote in MexicoNo salary listed

About the Job

Requirements

  • At least 2 years of experience in application support L2, IT operations, production support, SysOps, CloudOps, or NOC/SOC environments involving technical diagnostics.
  • Practical experience handling incidents in production environments.
  • Ability to troubleshoot applications and infrastructure independently while following established procedures.
  • Experience collaborating with development, infrastructure, and operations teams to resolve production incidents.
  • Practical experience with Datadog, including analysis of logs, dashboards, infrastructure metrics, and Application Performance Monitoring.
  • Strong SQL diagnostic-query skills, including SELECT, JOIN, WHERE, and filters for investigating incidents in relational databases.
  • Experience querying SQL Server, PostgreSQL, or equivalent relational database engines.
  • Basic Windows Server and IIS administration knowledge, including Event Viewer, application pools, services, and SSL certificate validation.
  • Basic Linux command-line skills for inspecting logs, checking CPU and memory usage, verifying processes, and restarting authorized services.
  • Networking fundamentals, including DNS, HTTPS, network connectivity, certificates, and load balancers.
  • Ability to test REST endpoints with Postman and interpret HTTP 4xx and 5xx response codes.
  • Practical knowledge of ITIL v3 or v4, especially incident management, service request management, and escalation procedures.
  • Experience with Jira Service Management, InvGate, or similar IT service management tools.
  • Basic knowledge of Active Directory, Microsoft Entra ID (Azure AD), Okta, or other identity-management platforms.
  • Academic training in systems engineering, information technology, computing, or a related field, or equivalent professional experience.
  • Availability to work Monday through Friday on a schedule aligned with the assigned project.

Responsibilities

  • Perform L2 technical incident triage by assessing impact, criticality, priority, and possible causes in applications, infrastructure, networks, databases, or security components.
  • Monitor applications and services using Datadog, interpreting dashboards, infrastructure metrics, logs, Application Performance Monitoring traces, and performance alerts.
  • Identify error patterns, performance degradation, connectivity issues, and possible causes of service outages.
  • Execute previously approved operational procedures to restore services, including controlled restarts of applications, IIS application pools, and Linux services.
  • Validate the status of servers, SSL certificates, load balancers, and infrastructure components.
  • Run diagnostic SQL queries against relational databases such as SQL Server and PostgreSQL to investigate errors, locks, transactional inconsistencies, and audit records.
  • Execute previously authorized corrective scripts in accordance with change-control and security procedures.
  • Diagnose basic connectivity, DNS, HTTPS, REST API, and HTTP response-code issues using tools such as Postman.
  • Manage requests involving access, users, roles, and permissions in platforms such as Active Directory, Microsoft Entra ID (Azure AD), or Okta.
  • Review message queues and middleware components to detect processing or integration failures.
  • Manage and track incidents and requests using platforms such as Jira Service Management or InvGate, following ITIL practices.
  • Escalate complex incidents to L3 teams with technical evidence, logs, traces, tests performed, and diagnostic hypotheses.
  • Document findings, preliminary root-cause analysis, resolution procedures, and knowledge articles to improve support processes and inform AI-assisted support tools.
  • Collaborate with technical teams and incident owners to communicate service status and recovery actions clearly.

Desired Qualifications

  • Basic experience with Google Cloud Platform services.
  • Familiarity with additional observability tools such as Dynatrace or New Relic.
  • Familiarity with messaging systems such as RabbitMQ or Microsoft Message Queuing.
  • Fundamentals of Oracle database administration and diagnostics.
  • Experience participating in root-cause analysis and problem-management processes.
  • Knowledge of operational automation and runbook or playbook execution.
  • Familiarity with knowledge bases and AI-assisted support tools.
  • Experience with Red Hat Enterprise Linux.

About the Company

DaCodes

Custom software solutions to scale businesses

DaCodes provides custom software solutions to help organizations reach their potential. A global team of 220+ DaCoders partners with clients to understand goals, design, build, and support software that improves workflows and scales operations. It stands out by offering client-aligned, ongoing collaboration from a large global talent pool to deliver tailored software that supports long-term strategic goals. The aim is to help organizations grow through technology by increasing efficiency, expanding capabilities, and accelerating innovation.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
Mérida, Mexico
Founded
2014

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