Associate L2 Support Engineer

Get to know our Team:

We are looking for an L2 Support Engineer to handle production issues, application incidents, and operational escalations. You will bridge the gap between (L1) support and engineering, overseeing deeper technical investigations, root-cause analysis, and resolution of incidents that impact our platform and customers.

Get to know the Role:

A core part of you will be root-cause analysis, data fixes and validating reconciliation pipelines. They collaborate with L3/engineering on escalations, maintain runbooks and SOPs, and participate in an on-call for incidents. Achieve faster resolution times, fewer repeat escalations, and stronger self-service for the L1 team.

The Critical Task you will perform:

• Be an escalation point for issues that L1 support cannot resolve; assessment, prioritise, and bring incidents to closure within defined Service level agreements.
• Investigate application, database, and infrastructure issues using logs, dashboards, and monitoring tools (e.g., Kibana, Grafana, Datadog, and CloudWatch).
• Perform root-cause analysis (RCA) for recurring problems and document findings, data fixes, and preventive actions.
• Write and run SQL queries (MySQL) to investigate data discrepancies, reconcile records, and support operational checks.
• Handle production support tasks such as data fixes, reprocessing/replaying failed jobs, and validating reconciliation pipelines.
• Collaborate with L3/engineering teams to escalate defects, provide reproduction steps, and validate hot fixes.
• Create runbooks, SOPs, and knowledge-base articles to strengthen L1 self-service and reduce repeat escalations.
• Participate in an on-call and respond to medium-severity incidents.
• Update, and communicate incident/issue status to L1/Partners by ticketing tools (e.g., Jira) and comms channels.
• Identify automation and monitoring gaps; propose and implement improvements to reduce manual toil.