Senior Cloud Application Support Engineer (Remote - LATAM)

Team: Cloud Support

Location: San Jose, Costa Rica

Commitment: Contract - LATAM

Workplace Type: remote

What You'll Do

• Execute expert-level real-time monitoring and incident dispositioning for critical client applications by leveraging deep technical knowledge of Dynatrace and Azure Insights.
• Utilize KQL end‑to‑end—from back‑end querying and data modeling to front‑end visualization and insights—to support monitoring, troubleshooting, and decision-making.
• Correlate complex data across metrics, traces, and logs to perform deep-dive root cause analysis and identify performance bottlenecks in distributed environments.
• Lead the triage of complex alerting environments to filter noise and ensure that high-priority incidents are identified and managed with surgical precision.
• Analyze high-level metrics and daily reports to detect subtle system variations, proactively identifying potential problems to avoid service disruptions.
• Evaluate the quality of existing runbooks and spearhead the creation of new standards for operating procedures, governance, and management of client environments.
• Act as the primary technical point of contact for P1 incidents, ensuring high-level communication and coordination between all technical and business stakeholders.
• Drive the automation of manual reporting processes to improve operational efficiency and provide more accurate insights into environment health and performance.
• Enforce SRE best practices and SLA compliance, guiding the team on the proper management of incidents and the strategic creation of problem records.
• Mentor junior staff on the execution of complex procedures and the interpretation of APM telemetry to foster a culture of technical excellence and proactivity.
• Collaborate on product strategy and the implementation of best practices to optimize the performance and stability of global client environments.

The Skills You'll Need

• Expert-level proficiency in Dynatrace and Azure Insights with a focus on advanced configuration and environment optimization.
• Advanced technical expertise in correlating metrics traces and logs to perform deep-dive root cause analysis.
• Deep understanding of SRE principles and proven experience managing critical P1 incidents under strict SLAs.
• Strong leadership and communication skills to take point on P1/P2 tickets and coordinate with high-level stakeholders.
• Ability to evaluate existing support documentation and establish new standards for governance and operating procedures.
• Experience in automating manual reporting processes and translating telemetry into actionable business insights.
• Strategic analytical skills to detect subtle patterns of instability and prevent potential service disruptions.
• Capacity to guide and mentor junior team members on technical best practices and APM tool interpretation.
• Proven track record of collaborating on product strategy and managing complex client cloud environments.

Qualifications:

• Bachelor’s degree in computer science or a related technical major or equivalent professional experience in high-level cloud operations or equivalent job experience.
• 5+ years of technical experience with a strong background in managed service providers or cloud hosting environments focusing on senior systems administration.
• Bilingual proficiency is required to effectively collaborate across our distributed teams and client base.
• Advanced certifications in Dynatrace or other APM platforms are highly preferred to demonstrate expert-level observability skills.
• Microsoft Azure certifications are required within 90 days of employment based on current certificates and skill level.
• Technical certificates in Azure, Windows, O365, SQL, Linux, VMware, Cisco, Palo Alto, AWS, GCP, Terraform, Dynatrace, or DevOps are a plus.