BENGALURU · FULLTIME
Associate L2 Support Engineer
Grab Greco
Bengaluru · onsite · Posted 12d ago
Sourced from
Undisclosed3–4 yrsfulltimeBengaluru
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Section · 01
About this role
Job Description
Get to know our Team:
We are looking for an L2 Support Engineer to handle production issues, application incidents, and operational escalations. You will bridge the gap between (L1) support and engineering, overseeing deeper technical investigations, root-cause analysis, and resolution of incidents that impact our platform and customers.
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. Qualifications
The Essential Skills You Will Need
- 3-4 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. Get to know our Team:We are looking for an L2 Support Engineer to handle production issues, application incidents, and operational escalations. You will bridge the gap between (L1) support and engineering, overseeing deeper technical investigations, root-cause analysis, and resolution of incidents that impact our platform and customers. 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. Qualifications: The Essential Skills You Will Need 3-4 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. Additional Information: Life at GrabWe care about your well-being at Grab, here are some of the global benefits we offer: We have your back with Term Life Insurance and comprehensive Medical Insurance. With GrabFlex, create a benefits package that suits your needs and aspirations. Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges. What we stand for at GrabWe are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.">
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Associate L2 Support Engineer- Full-time
Company DescriptionGrab is Southeast Asias leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, weve got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.Job DescriptionGet to know our Team:We are looking for an L2 Support Engineer to handle production issues, application incidents, and operational escalations. You will bridge the gap between (L1) support and engineering, overseeing deeper technical investigations, root-cause analysis, and resolution of incidents that impact our platform and customers.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.
QualificationsThe Essential Skills You Will Need- 3-4 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.
Additional InformationLife at GrabWe care about your well-being at Grab, here are some of the global benefits we offer:- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
What we stand for at GrabWe are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.Job LocationBy clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party websites terms and privacy policy applyGoogle Maps requires functional cookies to be enabled
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
AutomationDatadogGrafanaDockerBashGitlabCI/CD PipelinesDistributed Systemscloud platformsapisgoogle cloud platformamazon web servicescontainer orchestrationKibanaAWS CloudWatchBankingContainerFintechfintech platformsJira AtlassiancloudMicrosoft AzureGITArtificial Intelligence
Section · Company
About Grab Greco
Grab Greco
Internet
642
employees
2017
9 years old
Bangalore / Bengaluru, Karnataka
India
₹24.6L PA avg
Avg at Grab Greco
About
Technology firm providing diverse services including transport, delivery, and payments while emphasizing sustainable community impact across Southeast Asia.
Industries
InternetSoftware Product
Employee ratings
10 reviews
3.9/ 5
Culture
3.5
Career growth
2.8
Work-life
3.3
Employees rate it well for
Overall Company39Company Culture38
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