Backend Technical Lead
hace 4 semanas
El puesto requiere un Desarrollador Backend Java con experiencia como Technical Lead, ya que liderará un equipo de desarrollo encargado del soporte N2 de ingeniería. El candidato ideal debe estar familiarizado con la interacción con clientes y tener experiencia en equipos de soporte de ingeniería. Además, debe comprender los SLAs y las métricas de equipo.
¿Qué desafíos te esperan?- Liderar y gestionar el equipo de Soporte Nivel 2 de ingeniería.
- Realizar triage y resolución de tickets de baja y media complejidad.
- Aplicar cambios en código, respuestas funcionales o configuraciones en entornos low-code.
- Escalar tickets a áreas de producto asegurando una documentación precisa y de alta calidad.
- Identificar incidentes críticos (P1) y coordinar su resolución inmediata.
- Realizar coaching técnico, 1:1 y mentoring dentro del equipo.
- Implementar prácticas de peer-review y pair-programming.
- Estructurar y evangelizar mejoras en procesos de soporte.
- Analizar errores recurrentes para proponer soluciones en producto o documentación.
- Generar reportes de visibilidad y engagement del equipo.
- Monitorear y garantizar el cumplimiento de SLAs y métricas de soporte.
- Graduado en Ingeniería en Sistemas o Licenciatura en Ciencias de la Computación, o experiencia comprobable equivalente.
- Experiencia previa en soporte técnico (L2 o L3) y desarrollo, con conocimientos en gestión de tickets e incidentes.
- Experiencia programando en Java.
- Conocimientos en debugging, resolución de problemas y optimización de código.
- Experiencia en ambientes con microservicios y APIs REST.
- Habilidades de liderazgo y comunicación para guiar equipos técnicos. Capacidad para mejorar procesos y documentar soluciones efectivas.
- Conocimientos en herramientas de ticketing (JIRA, Zendesk, ServiceNow, etc.).
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