Associate L2 Support Engineer

Grab Greco Llp; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

LASA volunteering leave

Job summary

Grab is seeking an Associate L2 Support Engineer in Bengaluru to handle production issues, application incidents, and operational escalations, bridging L1 support and engineering while driving faster resolutions.

You will perform RCA, data fixes, runbooks, and on-call duties, collaborating with L3/engineering on escalations, writing SQL queries, and strengthening self-service for the L1 team.

Qualifications

• 3-4 years of experience in application/production support or a similar L2 role.

Responsibilities

• Be an escalation point for issues L1 cannot resolve; assess, prioritize, and close incidents within SLAs.

Skills

L2 Support

SQL (MySQL)

Observability tools

APIs & microservices

Jira

Cloud exposure

Python/Bash scripting

ITIL

Tools

Kibana

Grafana

Datadog

CloudWatch

Splunk

Job description

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 elevate 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.

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.

Associate L2 Support Engineer

• Full‑time

Company Description

Grab 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.

Additional Information

Life at Grab

• 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 Grab

We 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 Location

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