L2 Support Engineer

TechBlocks; Dadri; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading tech support company in India is seeking an experienced L2 Support/Application Support Engineer. The role demands 4+ years of experience in Site Reliability Engineering or DevOps, with strong skills in cloud environments like AWS, GCP, or Azure. Responsibilities include providing technical support, monitoring application incidents, and continuously improving application health. This position offers opportunities to work with cutting-edge technologies, requiring excellent problem-solving and collaboration skills.

Qualifications

• Preferably 4+ years of direct experience in Site Reliability Engineering or DevOps roles.
• Proficiency with cloud computing environments like AWS, GCP, Azure.
• Excellent problem-solving skills, especially under pressure.

Responsibilities

• Provide second line technical support for client issues.
• Work collaboratively with development teams for escalations.
• Proactively monitor and manage application incidents.

Skills

Cloud computing environments (AWS / GCP / Azure)

Oracle SQL/PostgreSQL

Advanced observability tools (e.g., Prometheus, Grafana, Splunk)

Problem-solving

Scripting (including Python)

Education

4+ years of experience in Site Reliability Engineering or DevOps

Tools

Splunk

Cloudwatch

Dotcom

Oracle SQL/PostgreSQL

Grafana

Job description

Position: L2 Support/Application Support Engineer

Experience: 4+ Years

No. of Positions: 10

Location: Noida (2 Days Work from Office)

Roles & Responsibilities

Duties & Accountabilities

• Provide second line client-facing technical support for issues escalated by first line support teams.
• Apply strong technical skills and good business knowledge together with investigative techniques and problem‑solving skills to identify and resolve issues efficiently and in a timely manner.
• Work collaboratively with development team required for third line escalation.
• Coordinate with product and delivery teams to ensure the Service Management team is ready for new releases and engaged in early design of new enhancements.
• Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.
• Apply AI/ML techniques to detect anomaly, predict alerting, and to enhance support operations.

Key Areas of the Team’s Responsibilities

• Proactive monitoring and management of business critical 24x7 real‑time. Where required to rectify issues in a timely fashion to restore application functionality.
• Ensure incidents are correctly processed, assessing business and technical impact and severity.
• Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or IT Change activity to resolve.
• Ensuring the communication to the business community remains active.
• Application responsibilities will cover Application Infrastructure, Data Fixes, User Queries, User Education and Incident Investigation.
• Monitoring of application events alerts, job schedules, capacity monitors and performance KPI's. Creation and ownership of change requests raised to address any of the above issues.
• Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence).
• Work to provide services to agreed Service Level Targets and Operating Level Agreements.
• Leverage AI Ops techniques to analyse logs, metrics, traces, and event data, enabling proactive trend identification and continuous optimization of system performance.

Education and Hands‑On Experience Required

• Preferably 4+ years of direct experience in Site Reliability Engineering or DevOps roles, high availability, and incident response in AWS or Azure or GCP.
• Proficiency with cloud computing environments (AWS / GCP / Azure).
• Good understanding of Application Support processes.
• Ideally familiar with monitoring tools such as Splunk, Cloudwatch, Dotcom and Monolith.
• Expertise in Oracle SQL/PostgreSQL: Proficiency in advanced SQL techniques, query optimization, and experience with complex database systems.
• Experience with advanced observability tools (e.g., Prometheus, Grafana, Splunk) for monitoring, logging, and tracing.
• Experience in leading post‑mortem analyses and implementing preventative measures to avoid recurrence of incidents.
• Excellent problem‑solving skills and the capacity to lead effectively under pressure during incident response and outage management.
• Must understand operating systems most especially Windows and Linux. Good scripting experience (preferably including python) an advantage.