L2 Support Engineer

Position: L2 Support Engineer

Experience: 2–4 Years

Location: Hyderabad

Employment Type: Full-Time

Shift: Rotational Shifts

Morning Shift - 6:00 AM – 3:00 PM

Afternoon Shift - 2:00 PM – 11:00 PM

Night Shift - 10:00 PM – 7:00 AM

About the Role:

We are looking for a L2 Support Engineer with 2–4 years of experience in application/production support. The ideal candidate should have strong hands-on experience with SQL, Python scripting, troubleshooting, and incident management, with the ability to handle and resolve complex technical escalations received from the L1 Support team.

The candidate will be responsible for performing root cause analysis, troubleshooting application and database issues, developing Python scripts for automation, and collaborating with L3/Engineering teams when required.

Key responsibilities

Receive, own, and resolve technical escalations from the L1 Support team.

Perform deep-dive troubleshooting and Root Cause Analysis (RCA) for production issues, job failures, system errors, and performance degradation.

Diagnose complex issues across application, database, and infrastructure layers.

Perform SQL-based investigation, including query analysis, data validation, troubleshooting slow queries, locking/blocking, and database-related issues.

Develop and maintain Python scripts for monitoring, alerting, automation, and issue remediation.

Analyze application logs, system metrics, and incident patterns to identify recurring issues.

Collaborate with Development, L3, Infrastructure, and other technical teams to drive permanent fixes.

Document troubleshooting procedures, resolutions, RCA reports, and technical findings.

Maintain runbooks and knowledge-base documentation and provide relevant troubleshooting information to the L1 team.

Escalate unresolved issues to L3/Engineering with complete technical details, logs, reproduction steps, impact assessment, and attempted resolutions.

Participate in on-call support and handle critical production incidents when required.

Provide technical guidance and mentoring to L1 Support Engineers/Analysts.

Requirements

2–4 years of experience in L2/Application/Production/Technical Support.

Strong hands-on experience with SQL and database troubleshooting.

Good experience in Python scripting and automation.

Strong understanding of L1 → L2 escalation handling.

Experience in production/application support and incident troubleshooting.

Good knowledge of log analysis, debugging, and Root Cause Analysis (RCA).

Experience troubleshooting issues across application and database layers.

Good problem-solving and analytical skills.

Ability to work independently on complex production issues.

Strong communication skills and ability to coordinate with L1, L3, Development, and Infrastructure teams.

Candidates should be comfortable working across all three rotational shifts, including the night shift.

Ideal Candidate:

The ideal candidate is someone who is technically strong in SQL and Python, has hands-on experience handling L1 escalations, and is comfortable independently troubleshooting production issues rather than simply monitoring tickets.

Qualifications

Experience with Linux/Unix administration and troubleshooting.

Knowledge of ETL/data pipelines and job failures.

Experience with monitoring and alerting tools.

Knowledge of REST APIs and application troubleshooting.

Experience with ServiceNow or other ITSM/incident management tools.

Experience creating automation scripts for repetitive support activities.