L2 Support Engineer

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Skills you'll use

What you'll do

• Technical & L2 Ownership
• Own and resolve complex L2 tickets in production environments.
• Perform deep troubleshooting across application, database, integrations, and configuration layers.
• Write advanced SQL queries for investigation, validation, and controlled data correction.
• Analyze logs, batch jobs, APIs, and data interfaces.
• Clearly differentiate between configuration issues, data issues, and product defects.
• Escalate to Engineering only after structured triage and documented analysis.
• Incident, SLA Accountability & Escalation Handling
• Take technical ownership during P1 and P2 incidents.
• Lead or actively drive troubleshooting bridges when required.

Who can apply

• Ensure structured investigation, action tracking, and resolution progress.
• Support adherence to SLA and MTTR targets.
• Complete RCAs within defined timelines with corrective and preventive actions.
• Troubleshoot API failures, file-based integrations, and data sync issues.
• Analyze interface logs and monitor recurring integration failures.
• Work with DevOps and Engineering for long-term stabilization.
• Provide clear and concise technical updates to enterprise clients.
• Translate technical findings into business impact language.

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