L2 Support Engineer

About The Role

We are seeking a motivated and customer-oriented Analyst and Engineer to support smooth operations and resolve technical and functional issues.

• Strong problem-solving and communication skills
• Advanced troubleshooting capabilities to handle complex technical issues escalated from L1, including in-depth software and system diagnostics across various cloud resources
• Understanding of application scaling and high availability concepts
• Perform detailed troubleshooting, log analysis, configuration checks, and environment validation
• RCA documentation and incident response communication to all stakeholders
• Escalate critical or unresolved issues to the engineering team with proper documentation
• Troubleshoot API, REST/gRPC communication failures, and timeout issues
• Strong knowledge of Docker and Kubernetes commands
• Provide 24x7 on-call support to respond to incidents and ensure system availability
• Analyze system usage patterns and proactively identify warning signs and service degradation
• Own SSL certificate rotation and renewal activities
• Manage incident response, troubleshooting, resolution, and documentation of RCA and PIR reports
  
  

• Proficiency in troubleshooting various cloud resources such as EC2, EKS, RDS, S3, EMR, etc.
• Good understanding of databases, networking, and web technologies
• Experience working in microservices environments using CloudWatch, OpenSearch, ELK Stack, and monitoring tools such as Prometheus and Grafana
• Programming knowledge in Python and Shell Scripting would be an added advantage
• Familiarity with ServiceNow, Jira, and Confluence tools
• AWS Cloud certifications and ITIL certifications are recommended