Associate L2 Support Engineer

Role & responsibilities

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.

Preferred candidate profile

The Essential Skills You Will Need

• 3- 9 years of experience in application/production support, technical operations, or a similar L2 support role.
• SQL skills with hands-on experience querying relational databases (MySQL).
• Experience with log analysis and observability tools (ELK/Kibana, Grafana, Datadog, CloudWatch, Splunk, or similar).
• Familiarity with APIs, microservices, and distributed systems troubleshooting (HTTP status codes, request tracing).
• Working knowledge of ticketing and incident-management processes (Jira).
• Problem-solving skills.
• Clear partner updates and documentation.
• Experience supporting payments, banking, or FinTech platforms.
• Exposure to cloud platforms (AWS/GCP/Azure) and container orchestration (Docker, Kubernetes).
• Basic scripting/programming ability (Python, Bash) for building support automation.
• Understanding of CI/CD pipelines and version control (Git/GitLab).
• ITIL foundation or equivalent incident/problem-management knowledge.