Production Support Engineer (L2)

About Calfus

At Calfus, we are known for delivering cutting-edge AI agents and products that transform businesses in ways previously unimaginable. We empower companies to harness the full potential of AI, unlocking opportunities they never imagined possible before the AI era. Our software engineering teams are highly valued by customers, whether start-ups or established enterprises, because we consistently deliver solutions that drive revenue growth. Our ERP solution teams have successfully implemented cloud solutions and developed tools that seamlessly integrate with ERP systems, reducing manual work so teams can focus on high-impact tasks.

None of this would be possible without talent like you! Our global teams thrive on collaboration, and we're actively looking for skilled professionals to strengthen our in-house expertise and help us deliver exceptional AI, software engineering, and solutions using enterprise applications.

As one of the fastest-growing companies in our industry, we take pride in fostering a culture of innovation where new ideas are always welcomedwithout hesitation. We are driven and expect the same dedication from our team members. Our speed, agility, and dedication set us apart, and we perform best when surrounded by high-energy, driven individuals.

To continue our rapid growth and deliver an even greater impact, we invite you to apply for our open positions and become part of our journey!

About the Role

As the L2 Production Support Engineer, you are the operational backbone of our Agentic on-call platform. You will own incident triage, follow runbooks for remediation, and ensure high-quality escalations to L3 engineers while maintaining critical operational documentation.

What You'll Do

• Incident Management: Own initial triage for Sev-2/3/4 incidents. Follow runbooks for remediation (restarts, config toggles, data queries) and coordinate initial responses.
• Escalation Excellence: Transition complex issues to L3 with detailed context (logs, metrics, and attempted steps).
• Runbook Ownership: Maintain and update the Operational Guide and Knowledge Base. Convert L3 fixes into simplified L2 troubleshooting flows.
• Platform Monitoring: Monitor alert streams (Grafana, Datadog) to validate accuracy and report gaps in observability.
• Collaboration: Participate in post-mortems/RCAs and mentor newer L2 engineers through pairing and knowledge sharing.

Requirements

Operational & Technical Skills:

• Experience: 48+ years in application/platform operations or support roles.
• Tools: Proficiency with PagerDuty/Jira, observability platforms (Prometheus, Grafana, Datadog), and log aggregators (ELK).
• Infrastructure: Working knowledge of Linux CLI, Docker, and Kubernetes (pod restarts, log checks).
• Database: Basic SQL skills for read-only troubleshooting.
• AI/LLM Awareness: Basic understanding of LLM failure modes (hallucinations, rate limits) and agentic usage patterns.

Soft Skills & Availability:

• Mindset: Customer-focused, detail-oriented, and a proactive learner.
• Availability: Reliable responder for shift-based on-call rotations (including nights/weekends).

Experience Requirements

• Minimum 24 years specifically in production/technical support or incident management.
• Proven track record with ticket management and on-call workflows.
• Prior experience with AI/LLM-integrated products is a major plus.

Success Metrics

• Efficiency: Meeting MTTA (Acknowledgment) and MTTE (Escalation) targets.
• Effectiveness: High % of tickets resolved via runbooks without L3 intervention.
• Quality: Accuracy of the Operational Guide and quality of context provided in escalations.

Benefits:

At Calfus, we value our employees and offer a strong benefits package. This includes medical, group, and parental insurance, coupled with gratuity and provident fund options. Further, we support employee wellness and provide birthday leave as a valued benefit.

Calfus Inc. is an Equal Opportunity Employer.

We believe diversity drives innovation. We're committed to creating an inclusive workplace where everyoneregardless of background, identity, or experiencehas the opportunity to thrive. We welcome all applicants!