Job Title: Sr. Support Engineer (L2/L3)

Duration: 12 months
Location: 100% Remote

Role Overview:

• We are looking for a highly motivated Support Engineer (L2/L3) to join our team. This role is a combination of production support and platform engineering, where the individual will act as the first line of support during business hours while also contributing to system improvements and performance optimization.

Key Responsibilities:

Production & Application Support

• Act as the first line of support for application and platform-related issues
• Provide L2/L3 support for live production incidents
• Troubleshoot and resolve time-sensitive issues impacting system performance
• Monitor application health and ensure minimal disruption

Ticketing & Incident Management

• Capture issues via Email or collaboration tools and log them in JIRA
• Perform triaging, prioritization, and impact analysis
• Track tickets through resolution by coordinating with cross-functional teams
• Conduct Root Cause Analysis (RCA) for production issues

Platform Engineering & Enhancements

• Contribute to ongoing platform improvements and bug fixes
• Identify opportunities for performance tuning and optimization
• Support minor enhancements and system improvements
• Drive automation and efficiency in support processes

Technical Skills Required:

Must-Have

• Strong expertise in Advanced SQL
• Complex queries
• Handling large datasets
• Query optimization & performance tuning
• Experience in L2/L3 production support environments
• Hands-on experience with JIRA or similar ticketing tools
• Strong debugging, analytical, and problem-solving skills

Nice-to-Have

• Exposure to distributed systems or microservices architecture

Soft Skills:

• Strong ownership and accountability
• Ability to work in a time-sensitive environment
• Excellent communication and stakeholder management
• Strong multitasking and prioritization skills