L2 Support Engineer: Incident & RCA Champion

Robotics Technologies LLC; Plano (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

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.

Qualifications

• 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.

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.

Skills

L2 Production Support

Unix/Linux

SQL & DB Troubleshooting

Java Applications

ITSM Tools

Monitoring & Logs

Incident Bridge Communication

Tools

ServiceNow

Jira

Grafana

ELK

AppDynamics

Job description

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.