L2 Support Engineer

Robotics Technologies LLC; Plano (TX); Presencial; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Robotics Technologies LLC in Plano, TX is seeking an experienced L2 Support Engineer to handle production support for enterprise applications. The role focuses on incident resolution, root-cause analysis, and ensuring service stability through strong Unix/Linux troubleshooting and database/Java log analysis.

You will monitor systems, triage incidents, coordinate with L1/L3 teams, and maintain runbooks and SOPs.

Formación

• 5+ years in L2/production support for critical applications.
• Strong Unix/Linux command-line and shell scripting (bash/ksh).
• Strong database knowledge (Oracle/SQL Server/PostgreSQL/MySQL) with advanced SQL troubleshooting.
• Working knowledge of Java applications (logs, thread dumps, heap/GC basics, exception tracing).
• Experience with ticketing/ITSM tools (ServiceNow/Jira) and incident/problem/change workflows.
• Familiarity with monitoring/log tools (Grafana/Splunk/ELK/AppDynamics or similar).
• Excellent communication, stakeholder updates, and incident bridge handling.

Responsabilidades

• Monitor applications and proactively detect production issues via alerts, logs, and dashboards.
• Perform L2 triage for incidents, including impact analysis, workaround, and restoration within SLA.
• Troubleshoot Unix/Linux runtime issues: process, memory, CPU, file systems, permissions, cron/jobs, shell scripts.
• Analyze Java stack traces, GC/log patterns, and service behavior to isolate defects and escalation with clear evidence.
• Support release validations, post-deployment checks, and rollback coordination where required.
• Own problem records and drive RCA with corrective/preventive actions.
• Collaborate with L1, L3/dev, infra, DBAs, and middleware teams for permanent fixes.
• Maintain runbooks, SOPs, knowledge articles, and incident timelines.

Conocimientos

L2 Production Support

Unix/Linux

SQL & DB Troubleshooting

Java Applications

ITSM Tools

Monitoring & Logs

Incident Bridge Communication

Herramientas

ServiceNow

Jira

Grafana

ELK

AppDynamics

Descripción del empleo

US Citizen, Green Card, H-1B, OPT-EAD, CPT, Other

Work Authorization:US Citizen, Green Card, OPT-EAD, CPT, H-1B, H4-EAD, Other

Summary

• Seeking an L2 Support Engineer with 5+ years in production support for enterprise applications.
• Role requires strong Unix/Linux troubleshooting, hands-on database support, and practical Java knowledge for log/code-level analysis.
• Focus is on incident resolution, root-cause analysis, service stability, and operational excellence.

Must-Have Skills

• 5+ years in L2/production support for critical applications.
• Strong Unix/Linux command-line and shell scripting (bash/ksh).
• Strong database knowledge (Oracle/SQL Server/PostgreSQL/MySQL) with advanced SQL troubleshooting.
• Working knowledge of Java applications (logs, thread dumps, heap/GC basics, exception tracing).
• Experience with ticketing/ITSM tools (ServiceNow/Jira) and incident/problem/change workflows.
• Familiarity with monitoring/log tools (Grafana/Splunk/ELK/AppDynamics or similar).
• Excellent communication, stakeholder updates, and incident bridge handling.

Key Responsibilities

• Monitor applications and proactively detect production issues via alerts, logs, and dashboards.
• Perform L2 triage for incidents, including impact analysis, workaround, and restoration within SLA.
• Troubleshoot Unix/Linux runtime issues: process, memory, CPU, file systems, permissions, cron/jobs, shell scripts.
• Analyze Java stack traces, GC/log patterns, and service behavior to isolate defects and escalation with clear evidence.
• Support release validations, post-deployment checks, and rollback coordination where required.
• Own problem records and drive RCA with corrective/preventive actions.
• Collaborate with L1, L3/dev, infra, DBAs, and middleware teams for permanent fixes.
• Maintain runbooks, SOPs, knowledge articles, and incident timelines.

We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, national origin, citizenship/ immigration status, veteran status, or any other status protected under federal, state, or local law.