L2 Incident Management / Support Analyst (SRE)

About Hiredfy

Hiredfy is a boutique nearshore talent agency that connects US companies with pre-vetted, English-fluent professionals from Latin America. We pride ourselves on personal vetting — every candidate is interviewed by a human, no AI keyword filtering.

About the Role

We're hiring on behalf of a US client looking for an L2 Incident Management / Support Analyst to join their team full-time. In this role, you'll receive system alerts, interpret what they mean, and follow runbooks to restart servers or services and resolve the issue. When a runbook isn't enough, you'll escalate — but only after digging deep enough to understand what's really going on.

You'll work closely with the client's internal team and keep clients updated through Teams or Slack while incidents are being worked on and once they're resolved. This is a full-time role (40 hrs/week), 5 days per week, with overlap during U.S. business hours. Some weekend coverage may be required on a rotating basis, coordinated with the team, to ensure continuous 24/7 support coverage.

What You'll Do

• Monitor alerts and incidents using tools like Dynatrace, Datadog, Kibana, Google Analytics, and QuantumMetric
• Read, interpret, and follow runbooks/playbooks to restart servers, services, or applications
• Investigate issues from multiple angles before concluding root cause — not just checking the basics
• Escalate unresolved issues with clear, well-documented context
• Spot patterns and anomalies, and proactively flag anything that looks "off"
• Document findings and recommend process improvements to reduce future resolution time

Requirements

• Based in Latin America with reliable internet
• Fluent in English (written and verbal), B2 level or higher — you'll communicate daily with a US-based team and share written incident updates with clients via Teams or Slack
• Background in SRE or incident management
• At least 1 year of hands-on experience with 1–2 monitoring/observability tools (Dynatrace, Datadog, Kibana, Google Analytics, QuantumMetric, or similar)
• Curious, critical problem-solver — you dig into issues from multiple angles before concluding root cause, and you think independently
• Proven ability to learn new tools quickly, plus the initiative to flag anomalies and suggest process improvements
• Available full-time (40 hrs/week) with overlap with US business hours

Nice to Have

• Broader hands-on experience across several of the tools listed above
• Experience with data analysis or data science concepts
• Ability to turn complex technical issues into clear, simple summaries

A note on AI:

We love AI — but we're not looking for someone who just copies and pastes AI-generated answers. The team already works with AI tools every day. What they need is someone who thinks critically and independently, and uses AI to sharpen their own reasoning, not replace it.

What You'll Get

• Competitive salary ($2,800 USD/month, paid in USD)
• 100% remote role, full-time
• Direct collaboration with US-based teams and clients
• Hiredfy's ongoing support throughout your onboarding
• Personal review of your profile — no AI filtering