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Screen Magic Mobile Media
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L2 Support Engineer
3-6 years
₹ 7.4 - 9.07L/yr (AmbitionBox estimate)
Pune
1 vacancy
L2 Support Engineer
Screen Magic Mobile Media
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Act as the primary escalation point for the L1 support team or direct end-users.
- Manage and resolve customer issues through support cases and channels efficiently.
- Troubleshoot and resolve advanced technical issues promptly, ensuring minimal disruption.
- Collaborate with development teams to identify and resolve software defects.
- Document resolutions, create knowledge base articles, and suggest process improvements to enhance support operations.
- Monitor and optimize the performance of customer-facing infrastructure hosted on AWS.
- Reproduce customer issues in staging environments to validate and test fixes.
- Support customer onboarding by providing technical guidance and ensuring successful product adoption.
- Bachelor s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 2+ years of experience in technical support, system administration, or a similar role.
- Strong understanding of:
- Python Flask applications
- React-based user interfaces
- MySQL databases
- Apex , Aura Framework/LWC, HTML, CSS, and JavaScript
- Salesforce Admin knowledge
- Hands-on experience with AWS services (e.g., EC2, S3, RDS, CloudWatch).
- Proficiency in reading logs, querying databases, and working with REST APIs.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Flexibility to work in US/APAC/rotational shifts .
- Experience with CRM platforms such as Salesforce, Zoho, or HubSpot.
- Familiarity with logging and monitoring tools like BetterStack, ELK Stack, or New Relic.
- Knowledge of CI/CD pipelines and debugging deployment issues.
Employment Type: Full Time, Permanent
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