L2 Support Engineer

AiFA Labs; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

A technology company in Hyderabad is seeking an L2 Support Engineer responsible for troubleshooting escalated issues and performing root cause analysis. The role requires 2–4 years of experience in IT operations and a Bachelor's degree in a relevant field. Candidates should have skills in Linux, PowerShell, and Python. The job includes on-call rotations for urgent incidents.

Qualifications

• 2–4 years of IT Operations or Application Support experience.
• Availability for on-call rotation for urgent P1/P2 issues.

Responsibilities

• Address escalated issues from L1.
• Perform root cause analysis for critical incidents.
• Liaise with development and operations teams to resolve bugs.
• Maintain job templates and automation scripts.
• Support SSL certificate renewals and OS patching.
• Prepare incident reports and contribute to process improvement.

Skills

Linux command line

PowerShell

Python

Bash scripting

Troubleshooting skills

Customer-centric mindset

Analytical skills

Education

Bachelor’s degree in computer science, IT, or equivalent

Tools

Observability tools (OpenSearch, Prometheus)

Job schedulers

ITSM tools

Job description

Overview

As an L2 Support Engineer, you will be responsible for investigating escalated issues, performing root cause analysis, managing workflow automation, and providing technical support.

Responsibilities

• Address escalated issues from L1, providing advanced troubleshooting and analytical problem resolution.


• Perform root cause analysis for recurring or critical incidents, especially P1 & P2.


• Liaise with development and operations teams to resolve bugs, implement patches, and update SOPs.


• Maintain job templates, workflows, and automation scripts


• Update PAM policies, manage command/server groups, and audit controls


• Support SSL certificate renewals, OS patching, and compliance workflows.


• Participate in change management and deploy relevant updates/fixes.


• Prepare incident reports and contribute to process improvement efforts.


• Provide guidance and training to L1 team members.

Required Skills & Experience

• 2–4 years of IT Operations or Application Support experience.


• Hands-on with Linux command line, PowerShell, Python, or Bash scripting.


• Familiarity with observability tools (OpenSearch, Prometheus, etc.).


• Experience with job schedulers and ITSM tools.


• Strong analytical, troubleshooting, and communication skills.


• Customer-centric mindset and capability to work in fast-paced, high-availability environments.


• Availability for on-call rotation (for urgent P1/P2 issues outside standard hours).

Qualifications

• Bachelor’s degree in computer science, IT, or equivalent.


• ITIL Foundation and automation tool certifications are a plus.

Work Model

• On-call: Off-hours support for P1/P2 incidents as per rotation.