L2 Support Engineer

Key Responsibilities:

• Resolve L2 tickets within SLAs, ensuring ownership and user satisfaction.
• Leverage Grafana and Kibana for real-time monitoring.
• Analyze defects and drive system efficiency improvements.
• Perform post-release platform verifications with an automation focus.
• Automate repetitive tasks to enhance platform efficiency through tool development.
• Conduct root cause analyses (RCA) and document resolution steps, updating runbooks.
• Follow escalation protocols for unresolved issues, prioritizing accordingly.
• Troubleshoot and resolve production issues to minimize downtime.
• Engage in 24x7 L2 on-call rotations and escalate critical incidents as needed.
• Log all incidents and resolutions to identify trends and support prevention strategies.
• Collaborate with Architects, Engineering teams, external vendors, and partners on production

issues.

Good to Have Skills:

• Knowledge on the Cloud Services (AWS, Azure, Google Cloud).
• Knowledge of SQL and NoSQL database concepts.
• Handson with Containers and Kubernetes provisioning/debugging.
• Scripting skills with Bash, or PowerShell.
• Handson with Python/Java
• Understanding of Secure Coding Practices.
• Basic Networking Concepts for troubleshooting.
• Knowledge of DevOps Tools (CI/CD, version control).
• Infrastructure as Code Terraform/Ansible

Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field.
• Minimum 2 years in a technical operations role, preferably at L2.
• Strong troubleshooting skills in production environments.
• Knowledge of cloud platforms and configuration management.
• Excellent written and verbal communication.
• Ability to thrive in fast-paced, high-pressure situations.
• Proven track record in process improvement and automation.