Senior L2 Application Support Engineer

GCash; Center City (MN); On-site; USD 120,000 - 150,000; Full time

Job summary

GCash is seeking an experienced IT Operations professional to lead investigations and incident response for a high-traffic, cloud-native environment in Minnesota. You will own root cause analysis, document bugs with precise evidence, and drive production-ready solutions with delivery teams.

The role emphasizes hands-on debugging, Unix/Linux, Kubernetes, and SQL skills, plus strong collaboration with Dev, QA, and architecture teams. AIOps and runbook ownership are key components of the position.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent.
• At least 7 years in IT application support, SRE, DevOps, software development, or a related technical operations role.
• At least 3 years in a senior L2, L3, or equivalent production support role in a high-traffic, distributed, cloud-native environment.
• Demonstrated experience working independently — owning services, making technical decisions, and interfacing directly with senior engineers, architects, and business stakeholders without supervisory oversight.
• Hands-on experience with Unix/Linux, relational databases (MySQL or PostgreSQL), Kubernetes, and an ITSM platform.
• Demonstrated ability to read and navigate application source code to the level required for root cause analysis and solution formulation.

Responsibilities

• Independently investigate escalated, non-playbook incidents using logs, traces, DB queries, and source code.
• Replicate production issues end-to-end and produce a root cause document detailing trigger, failure, blast radius and impact.
• Craft a solution recommendation based on root cause and failure pattern for delivery teams.
• Raise and document bugs with precise reproduction steps, logs, and RCA.
• Collaborate with Dev/QA/Architect teams to drive solutions to production and close the loop.
• Serve as the technical SME for incidents affecting assigned services.
• Engage during major incidents, correlate signals, perform log analysis, run parallel investigation tracks, and implement workarounds within SLA.
• Participate in war room calls with structured, evidence-based troubleshooting.
• Use AIOps observability to correlate traces, metrics, logs to isolate root causes faster.
• Identify gaps in service observability and raise actionable recommendations.
• Understand how alerts flow into incident pipeline and distinguish signal from noise.
• Own runbook and KB coverage for all assigned services; produce post-incident documentation.
• Conduct knowledge transfer sessions to L1 Desk for new playbooks.
• Identify and build automation solutions to reduce ticket volume; develop Python tools.
• Own L2 side of Operational Readiness for new/enhanced products.

Skills

Unix/Linux

Kubernetes

MySQL/PostgreSQL

ITSM platform

Code understanding for RCA

Education

Bachelor's degree in CS/IT or equivalent

Tools

ITSM tooling

Job description

GCash is seeking an experienced IT Operations professional to lead investigations and incident response for a high-traffic, cloud-native environment in Minnesota. You will own root cause analysis, document bugs with precise evidence, and drive production-ready solutions with delivery teams.

The role emphasizes hands-on debugging, Unix/Linux, Kubernetes, and SQL skills, plus strong collaboration with Dev, QA, and architecture teams. AIOps and runbook ownership are key components of the position.