- Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that support cannot resolve.

- Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.

- Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).

- Participate in on-call rotation for critical (P1) incident support outside of regular business hours.

Python-Specific Tasks :

- Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.

- Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.

- Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.

- Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.

Collaboration and Escalation :

- Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.

- Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.

Documentation and Process Improvement :

- Conduct Root Cause Analysis (RCA) for major incidents, documenting the cause, resolution, and preventative actions.

- Create and maintain a Knowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.

- Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.

Customer Communication :

- Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.

Required Technical Skills :

Programming/Scripting :

- Strong proficiency in Python (for scripting, automation, debugging, and data manipulation).

- Experience with other scripting languages like Bash or Shell.

Databases :

- Proficiency in SQL for complex querying, debugging data flow issues, and data extraction.

Application/Web Technologies :

- Understanding of API concepts (RESTful/SOAP) and experience troubleshooting them using tools like Postman or curl.

- Knowledge of application architectures (e.g., microservices, SOA) is a plus.

Monitoring & Tools :

- Experience with support ticketing systems (e.g., JIRA, ServiceNow).

- Familiarity with log aggregation and monitoring tools (Kibana, Grafana).