Support Engineer

The purpose of the Level 2 (L2) Support Engineer role is to ensure continuous system availability, stability, and performance through proactive monitoring, preventive actions, and in-depth technical investigation of incidents that require expertise beyond Level 1 (L1) support. The L2 support team acts as a critical bridge between frontline support and advanced engineering teams (L3), ensuring fast diagnosis, mitigation, and service continuity.

Working Time

The L2 support team will operate in a 24×7 X365 shift-based model, with each shift consisting of 8 working hours, to ensure continuous system monitoring and uninterrupted support coverage.

Key Responsibilities

• Perform continuous monitoring of system health, server resources, and application performance dashboards.
• Conduct detailed log analysis, issue reproduction, backend debugging, and root cause investigations.
• Operate, manage, and troubleshoot Azure cloud infrastructure components.
• Prepare Initial Analysis Reports (IAR) for all identified incidents, including findings, impact assessment, and recommended actions.
• Propose and implement temporary workarounds to minimize service disruption and maintain business continuity.
• Escalate confirmed product defects, architectural issues, or complex bugs to Level 3 (L3) support and development teams with complete technical analysis.
• Coordinate with L1 support, DevOps, development, and infrastructure teams to ensure timely resolution and closure of incidents.
• Ensure compliance with SLA, incident management, and escalation procedures.

Typical Tasks

• API-level troubleshooting and backend service analysis.
• Database investigation, query validation, and data consistency checks.
• Verification and troubleshooting of third-party integrations, including payment gateways.
• Validation and correction of configuration-related issues across environments.
• Analysis of abnormal traffic patterns, performance bottlenecks, latency issues, and failure trends.
• Cloud resource monitoring, scaling recommendations, and cost-performance optimization suggestions.
• Support for deployment validation, hotfix verification, and production change assessments.
• GA4 Log Analysis.

Skills Required

• Strong understanding about backend systems and cloud-based environments.
• Solid knowledge of Microsoft Azure services
• Experience in Server & GA4 log analysis and analysis report preparation.
• Good understanding of database systems and queries.
• Strong communication skills for interacting with internal teams and customer stakeholders.

Experience & Qualifications

• 1+ years of experience in Application Support / Cloud Support / Backend Engineering / DevOps Support roles.
• Prior experience in production support for enterprise or consumer mobile applications is preferred.
• Exposure to 24×7 production support environments and SLA-driven operations is a plus.

Job Type: Full-time

Work Location: In person