SENIOR SUPPORT ENGINEER - L2/L3

Years of Experience: 810 Years

Job Summary: We are seeking a Lead L2 Support Engineer to head our technical support operations. In this role, you will provide expert-level troubleshooting for Java-based enterprise applications while leading a team of engineers to maintain system stability and meet strict service-level agreements (SLAs).

Responsibilities:

• Technical Leadership: Serve as the primary escalation point for complex L2 incidents; provide technical guidance and mentorship to junior support engineers.
• Incident & Problem Management: Oversee the end-to-end resolution of P1/P2 incidents. Drive Root Cause Analysis (RCA) and implement permanent fixes to reduce recurring tickets.
• Application Deep-Dive: Debug Java/J2EE code, analyze thread dumps, and investigate memory leaks to identify application failure points.
• Process Improvement: Optimize production monitoring, alerting, and reporting workflows. Lead the transition of new releases from Development (L3) to Support (L2).
• Stakeholder Management: Act as the technical liaison between business users, delivery managers, and client stakeholders during critical outages.
• Automation: Identify and drive the development of scripts (Python/Shell) and tools to automate health checks and manual recovery processes.

Mandatory Skills:

• Expert knowledge of Java, Spring boot, Microservices, and Restful services.
• Strong proficiency in SQL and experience with relational databases (Oracle, Postgreql) or NoSQL.
• Hands-on experience with observability tools such as Splunk, ELK, Prometheus, or AppDynamics.
• Solid understanding of UNIX environments and Cloud platforms (AWS, Azure Cloud, or GCP).
• Expert-level experience with ServiceNow, Jira, and CI/CD Pipelines (Jenkins, Git).
• Proven experience managing small to mid-sized support teams.

Preferred Skills:

• Exceptional crisis management skills and the ability to make decisions under pressure.
• Strong Communication Skills for executive-level reporting.

Qualifications:

• 810 years of experience in L2/L3 support roles.
• Experience in leading technical support teams.
• Relevant certifications in Java or cloud technologies are a plus.