Job Description
About the Role:
We are looking for an L2 Support Engineer with 4 years to 8 years of experience in application support or software engineering, preferably in a 24x7 operational environment.
Requirements
- Strong working knowledge of Angular (v10+) and Node.js (Express.js, REST APIs).
- Proficient in JavaScript, TypeScript, and relational databases (MySQL/PostgreSQL).
- Experience with Linux/Unix environments, shell scripting, and log analysis tools.
- Familiarity with monitoring and alerting tools (e.g., Grafana, Kibana, Prometheus, ELK, Splunk).
- Knowledge of CI/CD pipelines, Git, and deployment automation tools.
- Understanding of incident and problem management frameworks (e.g., ITIL).
- Ability to work under pressure and manage multiple critical incidents simultaneously.
- Provide Level 2 support for production systems, ensuring high availability, stability, and performance.
- Monitor system health, application logs, and dashboards to proactively detect and resolve issues.
- Perform root cause analysis (RCA) and coordinate with L3/development teams for permanent fixes.
- Troubleshoot and debug frontend (Angular) and backend (Node.js) issues in production and staging environments.
- Handle incident, problem, and change management in line with ITIL best practices.
- Manage on-call support duties (24x7 rotation) for critical systems; ensure timely response to alerts and incidents.
- Collaborate with business users, QA, and infrastructure teams to ensure smooth operations and deployments.
- Participate in release validation, hotfix testing, and deployment support.
- Maintain support documentation, runbooks, and knowledge base for common issues and recovery steps.
- Drive continuous improvement by identifying automation opportunities and optimizing support processes.
