Role Overview :

We are seeking an experienced L2 Support Engineer to manage production support, troubleshooting, and customer interactions. You will diagnose complex application issues, manage L2 activities, and coordinate across teams to ensure high service availability.

Key Responsibilities :

- L2 Production Support : Manage incidents and service requests for customer-facing apps using ITIL processes.

- SLA Management : Monitor, track, and resolve support tickets within defined SLA timelines.

- Cross-Team Collaboration : Triage and resolve issues alongside customers, L1 support, and L3 engineering.

- Root Cause Analysis : Analyze application, middleware, and infrastructure logs to deploy workarounds or permanent fixes.

- Process Documentation : Document technical issues, resolutions, and best practices for continuous improvement.

Technical Skills & Requirements :

- Java Ecosystem : Hands-on experience with Java, Spring Framework, and Hibernate.

- Front-End UI : Basic exposure and troubleshooting knowledge of Angular.

- Linux Environment : Proficiency with Linux command-line operations and Shell/Bash scripting.

- Video Streaming Domain : Understanding of codecs, encoding/decoding, streaming protocols, and content delivery networks.

- Embedded Devices : Basic knowledge of Set-Top Boxes (STB) or similar embedded devices.

- Network Troubleshooting : Ability to perform packet capture analysis using tools like Wireshark (PCAP).

Soft Skills :

- Communication : Strong verbal and written skills for direct customer interaction.

- Pressure Handling : Ability to stay calm and execute fixes in high-pressure production outages.

- Coordination : Proven efficiency in driving cross-functional alignment.