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

Skills Required :

- 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