**Req ID**: ******We are currently seeking a Software Development Specialist to join our team in CDMX, Ciudad de México (MX-CMX), Mexico (MX).
**Job Title: Production Support Engineer**Experience: 4-6 yearsWork Type: Full-time | remoteShift: Includes rotational weekend on-call/day shift support, day shifts in rotation (7am to 4pm, 8am to 5pm, 11am to 8pm Central time)**Job Summary**:**Key Responsibilities**:- Perform Root Cause Analysis (RCA) using Splunk and other monitoring tools.
- Collaborate with multiple internal and external teams to resolve issues within defined SLAs.
- Work as a team player, take ownership of the task assigned to you, which may require collaboration with internal or external teams and ensure that task is completed as per expectations from the customer.
- Follow ITIL best practices to manage incidents, changes, service requests, problem tickets using ServiceNow.
- Participate in rotational weekend support (on-call or on full day shift sup...