Technology Services Engineer III

Jobtailor; Chennai District; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Jobtailor in Chennai, India is recruiting for an L2 Production Support role. You will handle escalations, troubleshoot across distributed systems, and collaborate with global teams to improve operational efficiency.

The role emphasizes ITIL practices, scripting in Python/Shell, and working with AI-powered observability tools in a high-availability environment.

Qualifications

• 3-5 years of experience in application or platform support with escalation ownership.
• Strong troubleshooting across distributed systems, APIs, databases, and infrastructure.
• Solid ITIL knowledge: incident, problem, change, and knowledge management.
• Experience reading logs, traces, and dashboards like Splunk, Grafana, Dynatrace.
• Proficiency with Python, Shell, or PowerShell scripting.
• Experience with production change validation and rollback in high-availability environments.
• Awareness of AI/ML model deployment and monitoring in production.
• Bachelor's degree in CS/IT/Engineering.
• 5 years' experience in production support, software support, or technical support.
• Preferred: cloud (GCP/Azure/AWS), Kubernetes or Docker.
• Preferred: experience with CI/CD pipelines and AI-powered tooling.

Responsibilities

• Provide L2 technical support for production and non-production environments.
• Manage escalated incidents, service requests, and problem records end-to-end.
• Troubleshoot complex issues across applications, infrastructure, and integrations.
• Engage engineering and product teams to drive resolution.
• Monitor system health metrics and platform telemetry.
• Lead change management activities including rollback planning.
• Mentor and upskill L1 support associates.
• Improve support processes, runbooks, and automation to reduce MTTR.
• Collaborate across time zones with global teams.
• Use AI-assisted observability and anomaly detection tools.
• Evaluate AI/ML-powered support automation and integration.

Skills

L2 Technical Support

Incident Management

Troubleshooting Distributed Systems

ITIL Practices

Python Scripting

Root Cause Analysis

Runbook Writing

Stakeholder Coordination

Mentoring

Collaboration

CI/CD Pipeline Support

AI Model Monitoring

Log Analysis

SQL Proficiency

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Splunk

Grafana

Dynatrace

GCP

Azure

AWS

Kubernetes

Docker

AI-Powered SaaS Tools

Observability Tools

Job description

• Provide L2 technical support for production and non-production environments


• Manage escalated incidents, service requests, and problem records end-to-end


• Troubleshoot complex issues across applications, infrastructure, and system integrations


• Engage engineering and product teams to drive resolution


• Monitor system health metrics and platform telemetry


• Identify risks and implement corrective or preventive actions


• Conduct root cause analyses for critical incidents and document findings


• Lead change management activities, including validation, stakeholder coordination, and rollback planning


• Mentor and upskill L1 support associates


• Improve support processes, runbooks, and automation opportunities to reduce MTTR


• Collaborate across time zones with global engineering, product, and business teams


• Use AI-assisted observability and anomaly detection tools


• Evaluate and adopt AI/ML-powered support automation, including intelligent ticket routing, auto-remediation, and predictive incident detection


• Collaborate on integrating AI-driven features into production platforms and provide operational feedback

Requirements

• 3-5 years of experience in application or platform support, with demonstrated L2 or escalation-tier ownership


• Strong troubleshooting capability across distributed systems, applications, APIs, databases, and infrastructure


• Solid understanding of ITIL practices: incident, problem, change, and knowledge management


• Proficiency in reading logs, traces, and monitoring dashboards such as Splunk, Grafana, Dynatrace, or equivalent


• Ability to write or interpret Python, Shell, or PowerShell scripts


• Experience with production change validation and rollback procedures in high-availability environments


• Ability to write precise RCAs, runbooks, and stakeholder updates


• Awareness of AI/ML model deployment and monitoring in production, including model inference pipelines or AI-powered SaaS tooling


• Bachelor's degree in computer science, information technology, engineering, computer information systems, or related area


• 5 years' experience in production support, software support, or technical support


• Preferred: exposure to GCP, Azure, AWS, Kubernetes, or Docker


• Preferred: familiarity with eCommerce or retail platforms


• Preferred: SQL proficiency


• Preferred: experience supporting CI/CD pipelines and software release processes


• Preferred: exposure to AI/ML platforms or LLM-based tooling


• Preferred: experience supporting or monitoring AI-powered application features in production


• Preferred: ITIL Foundation certification or equivalent

Core Competencies

Demonstrates expertise in L2 technical support, incident management, and troubleshooting across applications and infrastructure. Proficient in AI/ML integration and change management processes, with a strong focus on improving support efficiency and collaboration across global teams.

Highest-signal resume keywords

• L2 Technical Support


• Incident Management


• Troubleshooting Distributed Systems


• ITIL Practices


• Python Scripting

Hard Skills

• Troubleshooting


• Incident Management


• Change Management


• Root Cause Analysis


• Runbook Writing


• AI/ML Model Monitoring


• SQL Proficiency


• CI/CD Pipeline Support


• High-Availability Environments


• Log Analysis

Soft Skills

• Mentoring


• Collaboration


• Stakeholder Coordination

Certifications & Qualifications

• ITIL Foundation Certification

Industry Keywords

• ECommerce


• Retail Platforms


• Production Support


• Software Support


• Technical Support

Tools & Technologies

• Splunk


• Grafana


• Dynatrace


• GCP


• Azure


• AWS


• Kubernetes


• Docker


• AI-Powered SaaS Tools


• Observability Tools