Tech Support Engineer - L2

Exotel Techcom Pvt Ltd; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Exotel Techcom Pvt Ltd is seeking an experienced L2 Support Engineer to manage system reliability and platform integrity. You will resolve critical production issues, lead root cause analyses, and collaborate with various teams to ensure optimal system designs and rollout strategies.

The ideal candidate must have 4-7+ years of production support or DevOps experience, strong skills in DBMS, RDBMS, UNIX/Linux, and preferably Python programming.

Qualifications

• 4-7+ years of experience in backend development support or similar roles.
• Strong understanding of production systems and best practices.
• Experience with monitoring and automation tools.

Responsibilities

• Resolve mission-critical production issues.
• Lead RCA reviews and drive improvements.
• Identify performance bottlenecks and proposals.
• Assist in deploying patches and updates.
• Serve as SME for production systems.
• Collaborate with teams to influence designs.
• Lead and mentor L1/L2 engineers.
• Review and validate patch fixes and scripts.
• Automate recovery workflows.
• Establish SLAs, dashboards, and operational runbooks.

Skills

Backend development support

Production support

DevOps/SRE roles

DBMS

RDBMS

UNIX/Linux

API

SQL

Coding language (preferably Python)

CI/CD

Observability

Release workflows

Communication skills

Leadership skills

Incident command skills

Job description

Shift and Experience

Shift: Rotational shifts -24*7

Experience: 4–7+ years

Overview

The L2 Support Engineer acts as the highest level of technical escalation in the support organisation. You’ll own the system reliability and platform integrity, engage with engineering for platform bugs and architecture feedback, and lead efforts to drive operational excellence at scale.

Responsibilities

• Own the resolution of mission-critical production issues.
• Lead RCA reviews and drive systemic improvements in architecture and processes.
• Identify performance bottlenecks and propose architectural changes.
• Assist in configuring and deploying patches, releases, and application updates to production environments.
• Serve as the SME (Subject Matter Expert) for production systems and integrations.
• Collaborate with Delivery, Product, and Engineering teams to influence system design and rollout strategies.
• Lead and mentor L1/L2 engineers on troubleshooting best practices.
• Review and validate patch fixes, internal tooling scripts, and support automation code contributed by L1 and L2 engineers, ensuring quality, stability, and adherence to best practices.
• Automate recovery workflows and design support tools for proactive monitoring.
• Establish and improve SLAs, dashboards, alerting systems, and operational runbooks.

Must Have Skills

• 3+ years in backend development support, production support, or DevOps/SRE roles.
• Strong DBMS, RDBMS, UNIX, LINIX, API, SQL skills.
• Good domain experience along with experience of any coding language preferably python.
• Understanding of CI/CD, observability, and release workflows.
• Excellent communication, leadership, and incident command skills.