As a core member of our Tech Support (L2) team serving across product lines, an L2 Support Engineer owns the life cycle of product support issues and collaborates with the internal (engineering) and external stakeholders (client success and account management) to triage, escalate or manage expectations for issue resolution.

The ideal candidate is a junior to mid-level engineer having at least 2-3 years of hands-on experience in web application development or support and is comfortable working with databases and big data systems to root cause issues.

Job Responsibility

● Perform hands-on triage and root cause analysis of data collection, data processing, and data delivery issues across multiple products for our global clients

● Monitor quality and completeness of data via dashboards, alerts and application logs, perform initial analysis and alert the respective teams for follow up and resolution

● Execute tests to recreate problem areas and provide factual evidence to engineers

● Analyze issues smartly to find patterns and report for systems improvement

● Create and update issues and tasks in the bug-tracking system (JIRA)

● Work with large data sets using vari

rious DBMS (MySQL and Cassandra)

● Participate in the development and refinement of internal tools and processes to automate and improve technical support methods

Our expectations from the right candidate:

● 2-3 years of experience in application development or technical support

● Well-versed in support practices and change/defect management techniques

● Experienced testing applications and documenting observations

● Understanding of agile/scrum methodology and how support functions within it

● Writing complex queries using SQL subqueries or joining tables

● Basic knowledge of any OOP programming language

● Good analytical, problem-solving, and decision-making skills

● Excellent proficiency in English (spoken and written)

● Willingness and ability to learn independently