Description :

The Platform Support Engineer - L2 will troubleshoot and resolve technical issues escalated by L1 teams for SmartVault and OCMP platforms, ensuring high reliability, quick MTTR (mean time to resolution), and proactive uptime for critical services.

Responsibilities :

- Analyze and resolve platform issues related to SmartVault and OCMP features : Dive into bugs like auth failures in SmartVault file access or campaign delivery delays in OCMP, using debug tools to replicate, diagnose (memory leaks, config errors), and fix via hot patches or workarounds.

- Escalate unresolved issues to engineering teams for resolution : Prepare detailed tickets with repro steps, logs/screenshots, impact assessment, and business context to enable fast dev fixes, then validate post-resolution.

- Monitor system performance and identify potential areas of improvement : Use dashboards to track metrics (CPU, latency, error rates), set alerts for anomalies, and suggest optimizations like query tuning or scaling resources.

- Document recurring issues and propose preventive measures : Update knowledge base (Confluence/Notion) with RCA (root cause analysis), playbooks, and automation ideas (e.g., monitoring rules) to reduce future escalations.

- Collaborate with support and engineering teams for seamless operations : Join bridges for war rooms, share insights in retrospectives, and contribute to runbooks for L1 handoffs.

Required Skills :

- Strong troubleshooting skills in Java, Node.js, and Kafka (e.g., debugging streams, heap dumps).

- Proficiency in analyzing logs using tools like ELK Stack (Elasticsearch search, Kibana viz, Logstash parsing).

- Excellent communication and documentation skills for clear tickets, emails, and reports.